More and more mystery shoppers have started taking advantage of the latest technology to secretly record audio and even video tape footage of their mystery shopping site visits. When you have the right equipment, it can be incredibly easy to get and audio or video recording of your site visit. But the question remains, is it worth your time and effort? The answer is an overwhelming YES!
Let The Recording Do The Work For You! Well, not all of the work. You still need to walk through the full assignment and cover all aspect of the requirements. But when you use a video or audio recording device, you don’t need to be nearly as diligent in terms of memorizing each and every detail. For instance, if you don’t want to remember the salesperson’s name, you can simply say audibly, “Hi, John. Yes, I do need some help today.” Then when you get back to your house, simply listen through the audio recording to capture the name again. You can use the recordings to recall timing and sales techniques as well as many other aspects of the assignment. Keep in mind that when you have to refer back to a recording to answer every question on your report, your report will take considerably longer to complete. However, when you use the recording to fill in the fuzzy areas, using an audio or video recording as a make-up will make you much more confident and stress-free during your site visit.
Protect Yourself! More and more mystery shoppers are running into problems with dishonest employees and managers at the stores, as well as issues with providers and even retailers. When your integrity and diligence is called into question on a report, it can result in reduced or even completely lost pay for that assignment. On top of that, it can also lead to you being removed as an eligible mystery shopper for that provider if the charge against you is serious enough. Without an audio or video recording of your site visit, it essentially boils down to your word against theirs. And in most cases, the mystery shopper loses the battle. But when you have an audio or video recording of your site visit, the evidence supporting your report is right there for everyone to see and hear. If your report was truthful and honest, your recording gives you a leg to stand on when you are confronted with a reporting issue.
Keep It Undercover. It is far easy to make an audio recording of your site visit than a video recording. Digital voice records come in very compact sizes today, with excellent audio recording capability. So you can easily conceal an audio recording device in a purse or even in a loose pocket. When you use an audio recording, be sure to comment out loud on aspects of the assignment that are visible to you but are not audible. For instance, just before you enter the store, speak out loud that you are entering the store – although you need to make sure others don’t hear you say this.
Video recordings are often much more difficult to accomplish incognito. Typically, a video recording will be done in small pieces here and there. For instance, if you want video evidence that displays are not set up correctly, you may be able to very quickly get some footage of a display when nobody is looking. Cell phones are excellent video recording devices, although the image quality is marginal.
If you aren’t already using an audio or video recording device to back-up the events of your site visit, you may want to consider adding this extra step to your mystery shopping routine.
Just a little “enhancement” comment.
A lot of the newer cell phones have audio recording capabilities. (My son has even been known to record himself playing new guitar riffs.) The quality of the recording is actually fairly good!
One more reason to know your equipment well.
~Nanette
I just recently went through this,where the company I shopped basically denied the information they gave me. I never got paid because my assignment was based on a scenario and the company said they didn’t offer the scenario so I couldn’t make the purchase. I called the scheduler immediately and she contacted the company. The company and employee denied that they wouldn’t allow the scenario so I never got paid..I’ve never done a shop for them again and trust me they got a letter that wasn’t pleasant. I was offered to reshop and tempted to record it but figured employee wouldn’t be dumb enough to do it twice..Not sure if I’m allowed to tell name of mystery shopping company (so delete if you want from this message)but I’m gonna because they really done me wrong and would hate for anyone else to go through it..The name is Measure Consumer Perspectives(Kern Scheduling).Recording is a GREAT IDEA because they will lie and deny especially if they’re trying to upsell and make more money..
i have been told it is not legal to record anyone without their knowledge. This is a Federal offense. Can someone please verify if we can use recording devices or not?
Angie, That is so weird! What a a bummer. I’ve shopped for the shop company directly and through Kern and done all right. Was there a wacky client?
I’ve done a numerous amount of work for Kerns. They have never
done me wrong. Something even came up within my Family once, it was pretty severe and Kerns made it possible for me to take some time off and then scheduled me again for that same job.But isnt audio about the same as doing video?
Debbie
It was for the tanning clients they have..More so than anything I think it was the client but Kern should stand up for their shoppers. I’m not new at this mystery shopping thing and they should have known that the client was being dishonest and payed me for my time. So therefore I’ll never shop for them again. I’m glad to hear that others aren’t being messed over by them though..
Yes I do believe a person is supposed to be made aware that they are being recorded, but think about many of the businesses that we shop. Many have live footage and surveilance cameras also. Oft time our recordings can protect ourselves, especially if a client lies and it is your word against theirs. I will not name the company, but they did not want to pay me, because they said I shopped the wrong scenario. Luckily I kept all my paper work from them and sent them a copy showing that I did what they told me. So they could not use the shop, but they did pay me.
I have a PVR which I use on most restaurant shops. It makes giving accurate timing so easy. My recorder has a timer on it and I just listen to when I ordered and when I received my entrees etc. I never have to look at my watch. I can also report direct quotes by just playing the recording. I put this little device in my bra and just sit back and enjoy a nice dinner out without having to worry about getting the timings etc.
I’ve imitated as if I were on a mobile phone call when in actuality I was talking into my digital voice recorder. My recorder displays the date and time of the recording so that’s another feature that offloads a detail from my memory.
I believe surreptiously recording someone is regulated by states and not the federal government in the U.S. Take a look at this website for insight into the laws: http://www.rcfp.org/taping/
I also like to record my shops. What is the difference in me being recorded and videoed without my consent, and my company recording and videoing without their consent? We are both using this for our business.
I had a incident with a store that when I wrote my report I stated I had the entire conversation on recorder. I was told by the company to never use a recording device again. This is odd to me. I don’t think there is a law about recording because I perform shops all the time for another company that records audio and video unknown. Yes, I will continue to use my recorder because I can be a better shopper with it. I have accurate times and details. I have even stepped away to speak in to the recorder information I needed to collect that would not be said. I have only one incident where a client refused to pay the scheduling company. I know the client was wrong. The claimed I had shopped the site before and my identity was compromised. I am laughing because the employee had no idea who I was or she would not have been as bad as she was. I did shop it for another company prior but with another employee and used a different name. I did not argue with the scheduler but I know the truth. Happy shopping!!
It seems the legality of recording without permission is the issue.I’m pretty sure in the state of Florida it is illegal to record a phone conversation without permission. I am not so sure regarding video/audio in person. When shopping for a client you have their permission to record the employee. I am not sure what the laws are for doing it on your own. I would love to be able to do this on every shop but would hate to go to jail or incur a fine for ignorance of the law. If anyone knows the ins and outs I would love to hear from you.