11.25.2008

MSPA Bulletin Board

MSPA has had bulletin board for some time, as many of you know.

We’ve recently made some modifications that will make it easier to join and use. This will give you one more resource in your quest to find all information necessary to be a great shopper.

To register, and be able to post comments/topics, follow these steps:

  1. Click on the "Register" link on the forum homepage
  2. Reply to the e-mail you receive
  3. Login and communicate with other shoppers

This is a great opportunity to connect with one of the best resources you could ask for: fellow shoppers!

Have a specific question for MSPA? Comment on this blog, or post it on the discussion boards and we’ll give you everything we can!

11.17.2008

What's the deal with Certification?

We get a decent amount of questions about certification -- what it is, why to get it, what to do with it, etc. It really is an excellent question -- and an important part of the mystery shopping industry. Certification isn't required, but it does help set apart the best from the rest, so to speak.

Certification is...
The MSPA has a two-level certification program that helps mystery shoppers improve their skills and marketability. It's a voluntary step you take to educate yourself on the industry in which you work. Certification was created to address shopper standarization and education. Basically, it shows schedulers that you know what you're doing -- and have taken the extra step to prove it!

Certification is an investment in your business.
More and more providers are seeing much better reports from certified shoppers. In turn, they're giving preference to shoppers who are certified. Some providers release shops to certified shoppers first -- and some shops go exclusively to certified shoppers. For you, the shoppers, this equals more shops and, in some cases, better/higher-paying shops. Essentially, certification makes you a better shopper -- and it also tells providers that you're serious about your business.

You're not paying to shop.
And MSPA strongly believes that you never should.

As we mentioned previously, certification is a voluntary step you take to make yourself better. Compare it to taking a gardening class or a painting class -- you can grow plants or paint a beautiful picture without taking a class. But if you take the class, you're better at it. You know technique, history and the "other side of the story."

The same is true with mystery shopping and certification. You're investing in your ability...and marketability.

Getting certified
Silver certification is an online program that you can complete at any time from the comfort of your home office -- or anywhere you have Internet access. The cost is $15. Once you've received Silver certification, you are eligible for Gold.

Gold is completed via a DVD that you can watch from your home. The MSPA also offers a couple in-person workshops each year at various U.S. cities. After the session, you'll complete an online test. Cost for the Gold certification itself is $99 (for in-person or the DVD), and the DVD has a $5 shipping and handling charge.

After you're certified
After you've completed the certification, you should inform the companies you shop for. Update your profile in their database, send them an e-mail, or tell the scheduler you work with. Some shoppers also add it to their e-mail signature line to serve as an ongoing reminder.

More questions?
Check out the details on the MSPA Web site:

11.11.2008

Examining Healthcare Shops - Part 2

The following is a continuation of Monday's post on healthcare mystery shopping from Jodi Manfredi, president of Examine Your Practice (www.examineyourpractice.com).

Do I Pay For The Doctor’s Visit?

No! You should never pay for any visit, consultation or non-invasive procedure you may have. Nor do we file a claim on your insurance. If you are asked for any type of payment, it is reimbursed or the shop is revealed and your money is returned on the spot.
However, if you do anything outside the guidelines you may be responsible.
Shoppers have been grateful for some of the assignments; if they are uninsured, it may have been the nudge they needed to have that not-so-pleasant mammogram or a little more fun, a consultation with a plastic surgeon. I am sorry to say there will be no face lifts or liposuction on the house!

What If I Like The Doctor or Dentist I Visited, Can I Become Their Patient?

Sure, many shoppers have liked the provider so well they have switched doctors or went forward with a cosmetic procedure, dental work, etc. We ask you don’t do that on the day of your shop. Of course at that point you become a patient of record and the mystery shopping company is out of the picture.

How Much Dough Can I Make Doing Healthcare Shops?

Healthcare shops generally pay well. Dependant on the type of shop, location and complexity they may pay anywhere from $25.00 to $250.00; healthcare phone shops pay in the same range as retail phone shops.

To learn more about Medical Mystery Shopping please visit the Examine Your Practice Web site, or you may find other companies offering healthcare shops on the MSPA Web site.

11.10.2008

Examining Healthcare Shops

Healthcare mystery shopping is a growing portion of the mystery shopping industry. But it's also uncharted territory for a lot of shoppers. Below Jodi Manfredi, president of Examine Your Practice (http://www.examineyourpractice.com/) explains the ins and outs. With so much info, we couldn't fit it in one post...check back later this week for Part 2!

How Do I Find a Medical Mystery Shopping Assignment?

I take several calls a week from shoppers that have applied to our database asking “how can I accept a shop? I don’t see any assignments.” Most companies that specialize in healthcare do not self-assign shops. We may, however, use the same resources as the retail mystery shopping companies. You will see posts on the MSPA job board, Job Slinger, and various sites the scheduling companies may use for posting. We will search our database first, reviewing the writing sample very carefully. Most healthcare shops require extensive narratives, and the shopper’s writing skills are essential to our selection process.

Do I Have To Be Certified?

No, but we do look for Silver and Gold certified shoppers first. We’ve noticed that those who have taken the MSPA certification courses exhibit excellent writing and observation skills. We have also found they have the highest level of professionalism and have proven to be extremely responsible and reliable.

I Have Been Chosen For a Healthcare Shop, What Can I Expect Next?

You will be required to sign a shopper agreement that includes strict confidentiality and release of liability. (We really don’t want you to sue our doctors; it’s bad for business....)You will receive an email with pertinent information regarding an instructional call. You may receive instructions for several different types of shops ranging from phone shops to an actual visit to a doctor’s office or hospital. The length of the call will be determined by the complexity of the shop. We will also provide detailed written guidelines with the assignment. We will review all the details of your particular assignment and our legal obligation to the Health Insurance Portability and Accountability Act (HIPAA). We encourage shoppers to ask questions whether it is a conference training or individual call.

Check back in a day or so for part 2 of this "examination" of healthcare mystery shopping.

11.06.2008

Shopper Ratings

A few days ago, Jimmy posted a comment that asked about shopper ratings. We thought it was an excellent question and wanted to provide more details.

Each provider has its own rating system that applies to only that company. Some companies use a scale of 1-10, some use categories, and some companies have other methods. To find out what your rating is with a company, you should contact your scheduler there. Here is some excellent insight from Jodi Paul, President of Consumer Impressions, Inc. (www.consumerimpressions.com/) about her company's policies and ways that you can improve your rating.

Shoppers' Rating

Consumer Impressions uses an internal rating system to evaluate the performance of our shoppers. When a shopper joins our team, they are initially ranked as New in two categories: Reliability and Quality.

After the shopper has performed two surveys, their status is re-evaluated, and they are rated as either Excellent, Good, Fair or Poor in both the Reliability and Quality categories. A shopper's rating determines the number of surveys they are allowed to perform for us.

If the company you are working for does not post your rating, you can always ask for feedback on how you are doing.

How to make sure you have an Excellent or Good rating

Communicate with your Scheduler! We understand that you will have to change a date or be unable to perform a survey because of a sick child, death in the family, or any other variety of things that come up in daily life. They key is to just let your scheduler know! 99.9% of the time, there is no problem changing a date, but when you do not change it yourself, or let your scheduler know the situation, concerns start to pop up in the scheduler’s mind. When these concerns pop up, your rating goes down. When your rating goes down, your shopping opportunities go down with them.

Perform your survey as assigned! If you are to do a dine-in, then perform a dine-in. Don’t just change it to a drive thru because it’s easier for you. Go within the time frame given, and if you cannot get there then change it to another date.
Provide detailed, verifiable information! When filling in your completed survey form, provide some details. Management of the business you have shopped does not learn anything from your comment “Suzy was friendly.” They need to know WHY you thought Suzy was friendly. “She made eye contact, smiled, seemed genuinely interested in taking care of me.” Or, more importantly, when “Suzy was not friendly,” they need to know WHY. “Suzy never looked at me, just stood there waiting for me to order. After each item, she just stood there, finally I had to say that was all. She rang it up, gave me the total and stood there. I paid her and she turned and walked away without another word.”

11.03.2008

How Do You Remember Things for Mystery Shops?

The following is a guest post from Steven Di Pietro, executive director of Service Integrity (www.serviceintegrity.com.au).

Many shoppers struggle to remember everything required for a Mystery Shop. Here are a few tips to remember what you need.

Timings
  • Write yourself a draft SMS with key timings and names. Useful when there are many nagging details such as multiple names to remember.
  • Look at timings on TV screens showing in-store news or promotional materials.
  • Record yourself a voicemail while in-store. Say the time you entered and perhaps even the employee's name as you hang up when you are served. You can make it sound like your imaginary friend on the phone has the same name as the server. Use your imagination.
  • Take a friend with you and ask them to recall just one or two simple measurements.

Facts

  • Before you leave for a shop, send yourself a voicemail with the key attributes to remember. This is useful if you must remember many interactions and store items
  • Take a little spiro notepad into the store as if it is a shopping list. Although the questionnaire is not permitted, sometimes a little hand written notepad is OK.
  • You might even pretend you are talking to someone on the mobile and taking a note on a piece of paper.

What if you forget?

  • Despite the best plans, as you walk out, or get to the car, you might remember something you forgot to evaluate. Sometimes it is OK to walk back in, pretending as if you left your sunglasses on the counter. If you need to get close to see the name badge, use the glasses as an excuse to interact with the staff member.
  • Do not make it up, call the Mystery Shopping company. You would be surprised how much the evaluations are scrutinised to reveal manufactured results.

Do you have any other tips? If so, please post them on my website and share. http://www.servicintegrity.com.au