The principle of a mystery visit
A retail chain, hotel, bank branch, restaurant or public service wants to know how its welcome is experienced day to day. It commissions a specialist firm to carry out an assessment through a person who presents themselves as an ordinary customer. That person follows a written scenario: ask for information, compare two products, book a room, make a simulated complaint, phone a customer service line.
After the visit they fill in a detailed questionnaire, often online, sometimes supplemented by free comments, authorised photos or a recording where the protocol allows. The results feed improvement plans for the teams concerned.
Why this activity can appeal to an older person
The firms look for varied profiles, since the places being assessed serve customers of every age. Someone over 50 or retired represents a real customer group in many sectors: banking, insurance, pharmacies, opticians, travel, restaurants, local shops, home equipment.
The qualities that count most are:
- attention to detail: cleanliness, waiting time, the wording used, compliance with procedures;
- a good memory for facts, because taking visible notes is often ruled out during the visit;
- objectivity: describing what happened without embellishing or dramatising it;
- discretion, so as not to give away the assignment;
- reliability in meeting deadlines for submitting the report.
The activity also offers some flexibility, since you choose which assignments to accept.
What the assignment is not
Several common confusions should be avoided. A mystery shopper is not an investigator who tests the staff in their own way: they follow the scenario and nothing but the scenario. They do not try to trap anyone, provoke people or improvise confrontations.
Nor is it stable employment. Assignments depend on the needs of the firm's clients, the geographical area and the season. Someone who has registered will not necessarily receive regular offers, and the volume can vary a great deal from one month to the next. The activity should be seen as an occasional extra, never as an income on which to build a budget.
Reading the scenario before you accept
Before saying “yes” to an assignment, go through every element of the brief. A serious scenario states the exact location, the time window, the context to adopt, the questions to ask, the points to observe and the deadline for the report.
A few questions to ask yourself:
- Can I make the visit at my usual times and within a reasonable distance?
- Do I have to buy a product or service, and under what refund conditions?
- Does the assignment ask me to memorise a lot of details in a short time?
- Is the deadline for writing the report compatible with my routine?
Any doubt about the scenario must be cleared up with the firm before the visit, not afterwards.
Refunded purchases and payment: keep them apart
This is where caution is needed. In many assignments the mystery shopper pays for a purchase or a meal and is reimbursed, in whole or in part, by the firm. That refund compensates an expense; it does not pay for your time.
Payment, when there is any, is a separate sum, generally shown on the assignment sheet before you accept. Some assignments offer only the refund, others a free service such as a meal or a hotel night, others a flat fee. Amounts vary by assignment: one firm, for example, shows a range per visit on its website, but no sum should be taken for granted until you have read the sheet.
You should also estimate the total time: travel, the visit, memorising, writing up. Set against that duration, the financial interest of an assignment is sometimes slim. Enjoying the process and discovering new places may count for something, but that is a different argument.
Status and declarations: do not improvise
Depending on the firm, mystery shoppers work as self-employed contractors, meaning without a relationship of subordination, or under other arrangements set out in the general terms. One specialist site states, for instance, that its evaluators are not employees. The sums received can have tax and social security consequences, the nature of which depends on the person's situation and the amount.
Before taking on lots of assignments, it is sensible to read the registration terms, find out about any declaration steps and, for a retired person, check the effect of self-employed activity on their entitlements. Personalised advice is a matter for the competent bodies, not for an information website.
Choosing who to deal with and avoiding traps
Registering with a reputable firm is free. The main risk comes from adverts that ask you to pay a subscription, a training course or a “kit” to get assignments, or that promise high, regular earnings. Be wary of any offer that demands payment in advance, asks you to cash a cheque to buy goods or hides the identity of the company.
A few habits protect you effectively:
- check that the company really exists, along with its legal notices and contact details;
- read the help section and the terms before registering;
- never advance a large sum without knowing the refund procedure;
- keep proof of purchase, the assignment sheet and all exchanges.
A sample assignment to picture it
Here is an illustration, not a promise. An assignment involves going to a home furnishings shop on a Tuesday afternoon, asking for advice on choosing a curtain, and noting the arrival time, how long it takes before a sales assistant approaches, how clear the explanations are and whether a delivery service is offered. The person buys nothing and leaves the shop politely.
Within the hour that follows, they write up their observations in the questionnaire: facts first, then comments. They spend some time preparing, a journey, twenty to thirty minutes in the shop and time writing. It is this total that you compare with the stated reward.
Frequently asked questions
Can you make a living as a mystery shopper?
For most people that is not realistic. Assignments are irregular, depend on the area and the season, and are never guaranteed. The activity works as an occasional extra, sometimes paid in kind or in refunds. It is best not to build anything into a budget before you have watched how it goes over several months.
Does registration cost money?
Reputable firms do not ask for payment to register, and some say so explicitly on their site. An offer that demands a subscription, a paid course or a deposit to access assignments calls for the greatest caution. Read the general terms before handing over personal data.
Are purchases always refunded?
No. The refund, whole or partial, depends on the assignment and is normally shown on the sheet before you accept. Some visits involve no purchase at all, others cap the spending. Keep the receipt, follow the proof procedure and do not advance anything without knowing the refund conditions.
Do I need any special equipment?
Generally a phone or tablet is enough, since many firms use an app or a website for assignments and questionnaires. A good connection and a reliable email address are useful. For recordings or photos, follow the protocol strictly and respect what the law allows.
Does a retired person have to declare this income?
The sums received can have tax and social security consequences depending on their nature and amount, and on the status under which you work. For a retired person, the effect on pension entitlements may also arise. It is best to ask the tax authorities and your pension fund.
Which sectors look for mystery shoppers?
They turn up in retail, restaurants, hotels, banking, insurance, transport, supermarkets and some public services. Needs vary by period and region. An ordinary consumer profile, available and precise in its observations, is generally appreciated by the firms.