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The Mystery Shopper in the neck

The health food store, Eva's Apple in Wollishofen has recently published an unusual job advertisement: "We are looking for test customers and trial customers

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The Mystery Shopper in the neck

The health food store, Eva's Apple in Wollishofen has recently published an unusual job advertisement: "We are looking for test customers and trial customers to test our employees on friendliness, helpfulness, etc." As a pay a 10-franc shopping coupon beckons. Interested parties will receive a detailed check list that you should check the staff on the heart and kidneys.

The Snitch should note the following: Contributes to the operation of an apron? What is the Name on the name tag? At the point of friendliness, the two answers are: "Well, smiled and Bad, has not smiled". For adoption: "Yes, verbally, with eye contact", "Verbal, no eye contact", "non-verbally (just Nod)" or "No goodbye / not heard". In the advertisement, the employees had previously been on the secret Tests pointed out.

The sale monitoring the store operates, is part of a phenomenon that is widespread, but little known Mystery Shopping is. An Instrument of surveillance of Employees, in General, use of specialist external marketing companies be drawn. This recruiting Test customers, test assets, consultants, vendors, hotel staff, and other service providers by posing as a customer.

"Sensitive data retrieval"

The Mystery-Shopping industry has been growing for years. To the Swiss market are no official Figures exist, however, the Dutch market research company Esomar calls the "Global Market Report to 2017," a global turnover of almost two billion Swiss francs. About a third of the turnover is generated in the United States – the country of origin of the Mystery shopping.

Although Mystery Shopping is long established in Switzerland, from a legal point of view to new territory. "The phenomenon is work legally as interesting as unknown," says Roger Rudolph, Professor of labour law at the University of Zurich. Literature and case-law would lack almost completely.

"as Long as this is not the case and the employee will be informed in advance about the controls, the approach is right."Roger Rudolph, Professor of labour law

According to Rudolph, there is Mystery Shopping of a particularly sensitive nature of the data collection. The data protection act is based on transparency and visibility. In addition, should the employees have the right to inspect the data be granted. "As long as this is not the case and the employee will be informed in advance about the controls, the approach is right."

Rudolph is clear: If an employer at the onset of people who watched the own personnel, would be in addition to the General provisions on data protection and those of the work left to the application. The data collection the test persons should have a particular relation to the work activities of the employees. In the case of the Excursion that would mean: questions for consultation the quality of the staff are legitimate. "The criteria of eye contact, or Smile, but already at the border," says Rudolph.

the owner of The health food store chain was not reached, despite repeated requests for comment.

Half a Million per job

The Swiss job portals are flooded with vacancies in this area. The wages are generally low. The TA asks on the phone with a Northern German company is looking for a test customer for a furniture store in Zurich. According to a company spokesman, the Mystery Shopper receives the test purchase paid in a lump sum of 30 euros. "It is clear to me that this is, by Swiss standards, rather low," he says. "You do the Job better not for the money, but for Fun." Those who hurry in, got the job done in about an hour. "Just do as if you wanted to order something and cancel the order then."

The marketing companies earn, however, with Mystery Shopping, good money: A Swiss provider who wants to remain anonymous, speaks of the volume of orders between 100000 and 500000 francs. The Lp market research AG operates since 1994, Mystery Shopping, and is considered to be a pioneer. She not only performs test purchases, but also Mystery Calls, test calls, or Mystery Guesting – a tool for the services in Restaurants, Hotels, public TRANSPORT Companies, or to test in the case of airlines.

"Our service is mainly used by larger companies."Selami Sulejmani, Co-Manager Lp-market research AG

Depending on the test purpose, the requirements on the Tester are different. "It's simple, everyday purchases, it needs hardly any expertise," says Co-managing Director Selami Sulejmani. Sophisticated about the evaluation of Bank or insurance consultants to be. "Our Tester industry to bring specific expertise."

The Basel-based company has grown since its beginnings strong. Meanwhile, each year around 10000 Tests and employs about 200 Mystery shoppers. "Our service is mainly used by larger companies," said Sulejmani. For the retail trade, but also for other industries, Mystery Shopping is essential. "The more Tests, leads a company, the more precise the results are," said Sulejmani.

Migros and UBS do it

Mystery Shopping seems to actually belong to the everyday work. A request for three large companies: The UBS conducts occasional Mystery Shopping projects, as well as the Migros. The Swiss life says, you can use Mystery Shopping for several years, "systematically". Instead, the insurance company asked their customers more.

A Mystery Shopping also comes in rather unexpected places. For example in doctor's surgeries. In the Form of Fake patients to assess the quality of medical advice. In Austria, it was allowed health insurance companies over the years, to send undercover inspectors in doctor's offices. Allegedly, the frivolous Issue of sickness certificates to track down. 2018 year, the government banned the controversial practice.

Typical Mystery Shopper

most of The Mystery Shopper to earn money with your work. The "Mystery Shopper Monitor" investigated the typical Tester: This is a 46 years old, on average, six agencies employed by leads 73 Checks per year. 15 percent of respondents to the Mystery shoppers indicate that they had been unmasked in its activities at least once.

Sulejmani from the company Lp market research AG says that mostly people would apply for the part-time wanted to work or would have to: students, pensioners, Housewives, the unemployed, but also Doctors, who were looking for a bit of variety. The hurdles for a job as a Mystery Shopper are deep. In principle, it could apply to everyone, says Sulejmani. At the latest at the time of introduction will clearly, if someone brought the tools for the Job.

at The health food store in Wollishofen, the TA carries out a test purchase. The Mystery Shopper experienced a established, friendly and knowledgeable seller and is soon to blow his cover. Instead, the question to the seller whether or not you do not disturb it, if you secretly watched at work. You answered in the negative. She was only hired recently in the Store and had no Problem with it. A second seller does not want to speak, and disappears in the retreat.

Created: 09.12.2019, 22:37 PM

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