This version of the page http://www.4service-group.com/Frequently-Asked-Questions (0.0.0.0) stored by archive.org.ua. It represents a snapshot of the page as of 2012-06-18. The original page over time could change.
4Service™ — Frequently Asked Questions
Choose:
  • ABOUT US ▼
  • SERVICES ▼
  • EXPERIENCE
  • NEWS
  • CONTACT US
4Service TM  

Frequently Asked Questions
…………………………………………………………………………………………………………………………………………

GENERAL

Mystery shopping – what is it?

Can I be a mystery shopper? 

 Being a mystery shopper – is it ethical?

 

TECHNICAL

 I can’t login into the system!

How can I check my certification score?

How can I refuse from a visit already assigned to me?

How can I check if I have filled in the report form correctly?

How do I attach a photo/audio/archive file to my report?

What do I need to be assigned a visit?

Why are there no projects in my “Open Opportunities” section?

Who is 4Service coordinator for my area?

How do I submit an evaluation report after filling in all fields?

 

GENERAL

 

Mystery shopping – what is it?

Mystery Shopping is the practice of service and sales quality evaluation by ordinary customers who are conducting the onsite evaluation after prior screening and training. Mystery shoppers measure the actual fulfillment of the client company’s own service standards by the client company personnel:

  • Meeting the customer;
  • Customer service;
  • Sales techniques;
  • Personnel competencies;
  • Dealing with complaints and returns;
  • Visual design and overall location cleanness;
  • POS material positioning;
  • Cash desk operation;
  • Staff appearance;
  • Announcement of promotions and special offers.

Mystery Shopping measures customer experience, in order to help companies serve their customers better.

 

Can I be a mystery shopper?

Sure You can. Anyone who happens to be a real client for a business can turn into a mystery shopper for that business – and evaluate it from the customer’s point of view. There certain requirements for a successful mystery shopper:

 

  • Observable and able to notice important detail
  • Flexible in role playing
  • Able to strictly follow evaluation scenario and instructions
  • Disciplined and reliable with regard to deadlines
  • Have good Internet access
  • Be motivated to improve service quality in his/her country

 

Being a mystery shopper – is it ethical?

More than anything. As a mystery shopper, you provide service companies with the precious feedback on their performance.  Mystery shoppers report is a mirror to for any company showing how their service standards, as well as general brand promise, are being fulfilled.

As a result, some of the employees in the company You have shopped will be rewarded or promoted, training programs may take place and the service quality itself will eventually change for better

 

TECHNICAL

 

1. I can’t login into the system!

Try using another browser (Chrome, Safari, Mozilla etc.). If the problem persists, try again after several minutes. Make sure you are entering your login and password correctly.

 

2.  How can I check my certification score?

 From your personal page at  http://4service.shopmetrics.com  go to “Certification” section, then to “Completed” subsection, where you’ll be able to see your scores on all certifications you’ve done.  

 

3.  How can I refuse from a visit already assigned to me?

 To refuse a visit already assigned to you, go to your personal page at http://4service.shopmetrics.com and at “Inbox” section choose the visit you’d like to refuse from. A question will appear to make sure you want to turn down a visit – press OK and specify why you opted to refuse an assignment.

4. How can I check if I have filled in the report form correctly?

 To make sure you have filled everything alright, press button "Check Complete (takes a few seconds)" at the end of the form. Any fields you skipped will be highlighted in red. If the report is filled in correctly, after pressing  "Check Complete (takes a few seconds)" you’ll see a pop-up window saying "Survey Completed".

 

5. How do I attach a photo/audio/archive file to my report?

 To attach a file to your report go down to the report bottom and press “Upload Image/Document” botton, choose the files you wish to upload and press “upload”.

 

6. What do I need to be assigned a visit?

- At your personal page at http://4service.shopmetrics.com go to “Open Opportunities”  section to see the available projects in Your area. At this stage you will see the industry (bank or restaurant, for example), addresses of locations to be shopped, timeframe, scenario specifics and the shopper pay we offer for this particular assignment.

-  Choose the project You like, then go to “Certifications” section. You can only get an assignment after You successfully pass the certification for that project. Each project has its own certification, due to differences between projects. After You pass the certification You can apply for service evaluation jobs.

- During the next 12-14 hours Your application will be reviewed by 4Service team and either approved or declined. 

- In case it is approved, You’ll receive an email notification stating that You are given the assignment and 4Service is expecting You to complete it until a certain deadline (stated in the message) and enter it into our system within 12 hours after the visit. Check Your mail and even the spam-box from time to time as the notification might end up there. You might also receive a call from 4Service team prior to Your visit.

IMPORTANT! The visit assigned to you will appear in “Inbox” on your personal page. The empty report form will now be available to you for filling in (after completing the visit).

- If Your application is declined, You’ll receive an email message stating the evaluation has been assigned to another shopper. In most cases, there are more than one mystery shopper applying for every service evaluation job (so we can choose shoppers that showed the best fieldwork quality in the past). Don’t get upset – there surely will be many more chances to mystery shop with us!  

 

7. Why are there no projects in my “Open Opportunities” section?

Probably all available visits have been assigned to other shoppers in your area, or you do not qualify for the currently available projects (for example, some projects require visits to toy stores with shopper’s own children – not every shopper may yet have family J) 

 

8. Who is 4Service coordinator for my area?

If you do not already know it from 4Service email notification upon registering, please write an enquiry to our shopper support desk at 4shoppers@4service.biz, stating the region you live in 

 

9. How do I submit an evaluation report after filling in all fields?

Having filled in all fields, press button "Check Complete (takes a few seconds)" at the end of the form. Any fields you skipped will be highlighted in red. If the report is filled in correctly, after pressing  "Check Complete (takes a few seconds)" you’ll see a pop-up window saying "Survey Completed". Press OK button, then press «Save Survey». if everything is filled in correctly, the green button «Submit» will become active. Press it – and you are done!

 

Company news
The Smiling Report 2012 show low service scores
25.03.2012

Mystery Shopping Providers in Asia, Europe, North- and South America have participated in the Smiling Report 2012

4Service provides competitive benchmarking to its clients – for free
10.11.2011

 Would You like to know how You measure up with Your competition? Average service quality indexes for a number of industries AND on a number of criteria are now available to 4Service clients - in a detailed manner, on a regular basis and free of charge

Kazakhstan joins European Mystery Shopping Providers Association!
25.10.2011

4Service Kazakhstan is the first company based in Republic of Kazakhstan to join MSPA Europe

Archive of news