FAQs

The Tern team have prepared a list of mystery shopping FAQs in response to customer demand! We are approached by a broad range of clients which operate in a number of business  sectors, some are familiar with the process of mystery shopping and to others the research is a completely new approach to measuring  customer service.

Whether you’re an experienced customer insights specialist or someone who is looking for help setting up a programme for the first time, we are often asked the same questions.

Please see our list of mystery shopping FAQs below.  If you have a bespoke enquiry and you would like to understand how mystery shop would fit your business give our experienced team a call.



How much does mystery shopping cost and is it a good investment?

Mystery shopping costs less than you think!  The cost has been reducing for many years due to the efficiencies that the internet has brought to our business.  For us at Tern, we are able to deliver more high quality reports, through the evolution of our software and processes, with fewer people at our head office. …




Can I benchmark my service with other companies in my sector and other sectors?

Yes, absolutely.  We have several clients who share a proportion of their data with other clients for benchmarking purposes.  We understand that the best place to learn about good service is from other progressive companies so we always encourage our clients to share where possible. Your account manager can advise on suitable questions from within…




Will I have a management dashboard to view and understand the results?

Yes absolutely!  We will set up a bespoke management dashboard and app that provides you with instant access to results as well as highlighting areas that require action.  This will be available on your desktop and also available on your mobile device via the dedicated reporting app which is included free of charge for all…




What’s included with Setup and Account Management?

All the support you can reasonably expect is included in our standard fees.  Even though we say it ourselves – we are experts when it comes to mystery shopping!  It makes sense then for us to have input and a guiding hand when it comes to creating the survey.  Years of experience have given us…




Can I combine video and written reporting in one programme?

Absolutely. We provide both services in-house so you can specify which locations get which type of visit and the programme can be delivered seamlessly. The only difference being that with written reporting, the scores are supported by comments from the shopper and with video, the scores are supported by a streamed video.




Do you have an appeals procedure?

Yes, our software incorporates a fair and efficient appeals process.  We believe this is an essential part of any successful programme.  It enabling your managers to appeal directly against scoring decisions which they feel are incorrect. Your Account Manager will respond to these appeals within the set time frame. Once your appeal has been actioned,…




How long does it take to get a programme up and running?

Depending on the scope of the programme, we can set a Mystery Shopping programme up and running within a matter of days! We agree the objectives, you will then be assigned an Account Manager who will work with you throughout the project setup. Your Account Manager will liaise with you on the mystery shopper brief…




Will you help to create our survey?

Of course! We work with each and every client to ensure their survey provides them with all of the information they are after.  Our team of account managers have decades of experience designing surveys which reliably yield clear and accurate results. We will work with you to create a survey which focuses mainly on the…




What is Mystery Shopping Research?  

Mystery shopping is a market research technique for monitoring and measuring organisation performance. Interactions which take place between customers and company employees are tested using pre-defined set of scenarios. These are often developed by customer experience teams, operations managers or marketing teams to help measure important business KPIs. Mystery shopping relies on observation and recall of the…