WHAT EVERY EVALUATOR SHOULD KNOW
Please find below information that is necessary for performing an assignment with ISC-CX.
EVALUATOR IN ACTION: METHODS AND TIPS
Complete your profile in detail and update it regularly in order to get more assignment offers!
For each assignment, the acceptable profile of the Evaluator is defined with our customer. Assignments will be offered only to people matching defined profile characteristics. Therefore:
- an Evaluator completing his profile in a detailed manner might be selected for more assignments;
- an Evaluator might need to answer some personal questions from a Field Coordinator or have a personal interview with one of our Collaborators previous to getting specific assignment offers.
Pass all Certification Tests available on your account so you get access to more offers!
Some assignments are reserved to trained or “certified” Evaluators. Most frequently, training will be proposed under the form of so called “Certification Tests” available on each Evaluator account. The Quality certification consists of basic training necessary to receive any of our assignment proposals. Other certifications might be linked to specific brands or industries.
REQUIREMENTS FOR A VALID ASSIGNMENT
The rules below are applicable to all assignments, except when explicitly defined differently in the corresponding Role Description. Whenever an assignment is not deemed as valid, it will be cancelled. When an assignment is not valid, ISC-CX will not be liable to pay for the corresponding remuneration to the Evaluator.
When performing the assignment at the assigned location, the Evaluator assumes responsibility for having read and understood all of the information provided.
For each Check, the Evaluator gets access to the so-called Evaluator documents. Those will always include at least:
- the Role Description, which instructs the Evaluator on how to behave, what to ask for and so on for that specific assignment.
- the Questionnaire Preview, so the Evaluator knows in advance what to pay attention to and memorize during the assignment.
- the Fees Invoice, so the Evaluator gets written confirmation of the offered remuneration.
Each one of these documents includes the assignment reference and is valid only for that specific Check.
In some cases, complementary documents might be provided.
Whenever an Evaluator does not understand any aspects from the documentation or needs any complementary information, the Field Coordinator must be contacted. The Field Coordinator contact data is always provided on the Evaluator account.
Depending on their background, the Evaluator might need to check the Website and the online contents of the tested brand, its location and/or products in order to make sure their behaviour and comments during the assignment match that of a potential or real customer for that brand or location.
Whenever an Evaluator realizes that he/she is not able to fulfil the Role Description, he/she should cancel the Check, explaining the reasons for it.
Each assignment is aimed at a specific location and may take the format of a visit, a phone call, an e-mail or an online enquiry. Performing the assignment at the right location is compulsory for it to be valid.
Shops in shops / Corners
When an assignment is ordered to be performed at a corner located within a department store, at a boutique located in a mall, at a store located in a Factory Centre, or similar, the Evaluator should evaluate only that specific corner, boutique or store independently from the department store, mall or Factory Centre where it is located in. This means that only staff members, the sales area and service for that particular corner, boutique or store need to be tested and evaluated.
In case there are no visible staff members in the corner to be tested in a department store for ten minutes or more, the Evaluator will be required to speak to a department store staff member to ask for a staff member of the store/brand being evaluated to come to the corner and be available to offer assistance.
If ISC-CX organizes assignmentto evaluate a Department Store, mall or Factory Centre overall; this will be stated in the corresponding Evaluator Documents.
Assignments must always be performed during the business hours of the targeted location.
Additionally, each assignment is requested to be performed during a specific time frame.
We will always define a start and an end date corresponding to the period when the assignment can be performed. Additional restrictions can be defined such as:
- Specific day of the week;
- Specific time during the day;
- Minimum and/or maximum length of visit.
Checks performed out of the defined period or without respecting the requested duration will be cancelled.
Each assignment is assigned to a specific Evaluator personally. The Evaluator must perform it themselves and alone.
On some occasions, an assignment is aimed at testing a specific person. When this is the case, this will be explicitly communicated in the Evaluator Documents.
The Role Description defines what the Evaluator should do during each assignment. This includes what to ask for, what to say, what to do, etc. The Role Description is defined in each case in order to create a specific Shopping or Service situation, so that employees can be evaluated on a predefined basis.
The Role Description needs to be respected for the assignment to be valid.
Assignments aim at recreating a realistic and “normal” Shopping or Service situation. The Evaluator should always make sure they are not identified as such.
For this reason the Evaluator must adopt a behaviour that matches the following criteria:
- Natural: However the Evaluator plays a role they should always behave as naturally as possible, sticking to the behaviour of a normal customer of the targeted location.
- Genuine: When the role of an Evaluator is to ask for a specific product, service or information, they should show genuine interest in it, regardless of their real opinion about that product, service or information.
- Assisted: The Evaluator should never anticipate the role of the tested staff members. The Evaluator should always allow the staff members the opportunity to ask questions, make proposals, provide information, etc. However, this does not mean the Evaluator should act as not knowing what they want.
- Calm and polite: The Evaluator should never show tension or provoke tension, whatever the situation is.
- Objective and realistic: Testing the service does not mean having higher expectations than a normal customer. Instead, it means being attentive to how a standard customer would be served. The Evaluator should take into consideration the type of location tested in order to adopt adequate behaviour and expectations.
- Local: Each assignment generally aims at creating a realistic and normal Shopping or Service situation. The Evaluator should be able to act as a local customer, which implies being able to speak the local language and act according to local culture.
These rules are always applicable, except when the specific Evaluator Documents states differently.
The Evaluator discovers one of the staff members is somebody they know:
If an Evaluator knows somebody working at the tested location, he should not accept the proposed assignment. This applies also when the Evaluator is known at the location as a regular customer.
In case the Evaluator does not know in advance that somebody they know works at the targeted location, they should stop the performance of the assignment as soon as they discover it. From that moment, the Evaluator should inform ISC-CX of the situation and cancel the Check within a maximum timeframe of 24 hours.
Location is closed or does not exist:
Visits: when an assignmentconsists of a visit, the Evaluator is provided with the location address. If the Evaluator cannot find the targeted location or finds it closed when going to the address, they should:
- double check the address and business hours;
- take note of the date and time;
- take a picture of what they find at the provided address;
- in case the location is closed: try to identify on site the reason for closure and if this is a long term or temporary closure.
All this information should be sent by e-mail to the Evaluator’s Field Coordinator within 24 hours.
Phone calls: when a Service Check consists of a phone call and the Evaluator cannot get an answer, they should:
- make at least three attempts during the targeted location business hours;
- take note of the date and times of their calls;
- take note of the number of rings or of the automatic message they hear.
All this information should be sent by e-mail to the Evaluator’s Field Coordinator within 24 hours.
E-mails: when anassignment consists of sending an e-mail and the provided contact e-mail address is wrong, the Evaluator might receive a corresponding automatic notification. They should double check the e-mail address used for the recipient and then, forward the notification to their Field Coordinator within 24 hours.
For each of the above situations, ISC-CX will cross check the information and get back to the Evaluator for confirmation. The Evaluator will get part of the planned remuneration, the amount will be defined individually according to the task performed.
The Evaluator is recognized as such:
The Evaluator should always make sure they are not recognized as such.
If, however, an Evaluator is directly asked if he is a Evaluator or Mystery Shopper, he should never confirm, but rather:
- show puzzlement and ask what is a Mystery Shopper,
- stop his Evaluator as soon as possible, maintaining a natural behaviour and avoiding purchasing anything,
- send an e-mail describing the situation to his Field Coordinator.
If an Evaluator hears or understands that any of the people working at the targeted location have identified him as an Evaluator (they may comment on this without speaking directly to the Evaluator), then the Evaluator should:
- not say anything about this matter,
- finish the assignment normally and complete the corresponding report,
- send an e-mail to his Field Coordinator describing when he/she was unmasked and the reasons for it, if known.
In each case, ISC-CX will investigate the reason why the Evaluator has been identified and take adequate measures.
The location is crowded, running a specific promotion, in liquidation or in any other exceptional situation:
As long as the location tested is active and attending to their customers, the Evaluator should carry on with the assignment and then report the situation accordingly.
The Evaluator is not able to fully perform the assignment:
If the Evaluator realizes only during the assignment that they are not able to perform it according to the Role Description because of missing material or personal skills (examples: no battery left in their camera and a picture needs to be taken; the Evaluator is vegetarian but the visit requires tasting a meal that includes meat, etc.), he should stop it and inform ISC-CX within 24 hours. In such case, the assignment will not be paid.
Should any other reason prevent the Evaluator from fully performing an assignment; ISC-CX will evaluate the situation and take adequate measures.
Completing a Report is a compulsory part of any assignment. Most Reports are made of a Personal Report and a Questionnaire.
To be valid, the report must fulfil the following criteria:
- Completed on time: Each report must be completed within 24 hours from the end of the assignment (when it is a visit, the end of the assignment is the time at which the Evaluator leaves the location). The report is deemed as complete when the Evaluator fully finishes writing the personal report and has answered the questionnaire, setting it as finished on his online account. A report not completed within the agreed deadline may lead to cancellation of the assignment.
- Exhaustive: For each assignment, the Evaluator gets a Questionnaire Preview together with the Evaluator Documents. This Questionnaire Preview allows the Evaluator to know in advance the type of questions that will need to be answered and therefore, which details need to be memorized. The Evaluator is expected to observe, listen and memorize all of the necessary information to be able to answer each question properly. Answers like “I don’t remember”, “I could not check it”, “I forgot to look at this” are not acceptable and may result in the cancellation of the assignment.
- Objective, factual and clear: The personal report, when requested, and the questionnaire must be completed according to facts. The Evaluator needs to report on what was done, said, shown during the assignment, thus ensuring that all statements are clear and coherent. A report consisting of a description of the Evaluator’s own opinion instead of facts, may lead to the cancellation of the assignment.
- Properly written: Most of the time, the report is expected to be completed in local language. If different, this will be mentioned in the Evaluator Documents. The Evaluator is expected to write the report in adequate language, using full statements with proper wording, spelling and respecting grammar rules. A non understandable report, a report needing unplanned translation or a full rewording of the said report may lead to the cancellation of the assignment.
In case a report does not match these conditions, ISC-CX may try to get clarification or additional details from the corresponding Evaluator. To allow the report to be adjusted, each Evaluator should remain available and attentive to answer this type of request within 72 hours from performing the visit. For this purpose, ISC-CX may contact the Evaluator by e-mail or a phone call.
For some assignments, the Evaluator is required to collect written proof, such as a purchase receipt, a picture of the location or of some of its aspects, brochures, catalogues and other similar items. In most cases, only a digital copy needs to be uploaded to the corresponding report. In any case, all written evidence needs to be kept by the Evaluator for a period of 3 months from the date the assignment was performed. The Evaluator must ensure that the original documents and pictures remain available for that period of time, in case ISC-CX requests them.
EVALUATOR RIGHTS AND COMMITMENTS / TERMS AND CONDITIONS
The below terms and conditions are valid and binding for any person registering as a Evaluator at ISC-CX, during and after their account is made active. Not respecting the Evaluator Commitments may lead to legal action.
ISC-CX treats as confidential all information provided by the Evaluators in their account, as well as information provided about themselves during conversations with our collaborators. This information will be used for statistical analysis and selection only. In the event of ISC-CX wishing to communicate any of this personal information to its customers, this will never be done without the previous agreement from the corresponding Evaluator.
Each Evaluator can ask for cancellation of his account at any time. ISC-CX reserves the right to cancel the Evaluator’s account on its own initiative when considered adequate (no activity, lack of reliability in the performance of assignments, infringement of the established rules, etc.). In such case, the cancellation may be notified to the Evaluator.
Evaluators are not employees of ISC-CX. They are engaged as independent workers for each assignment individually. As such, each Evaluator is responsible for subscribing to his own insurance and for any necessary declarations and taxes, in accordance to the local laws. When additional specific local requisites apply, this will be communicated to the Evaluator upon registration.
ISC-CX proposes assignments to Evaluators. Evaluators are free to accept or decline each proposal.
Once an Evaluator accepts performing an assignment, the Evaluator is provided with the necessary online information and tools to perform it and complete its report.
Once an Evaluator performs the assignment, he or she implicitly accepts the corresponding conditions concerning:
- What to do and not to do during the assignment performance,
- Reporting requirements,
- Offered remuneration.
By not respecting any of those conditions, the Evaluator understands that his assignment might be cancelled.
ISC-CX respects the right of each Evaluator to refuse any assignment proposal or cancel any assignment. However, we reserve the right to cancel the Evaluator’s account when the number of refusals or cancellations is considered excessive.
ISC-CX never requires any payment from Evaluators for them to get an assignment.
For some assignment, the scenario includes performing a purchase. In such case, the Evaluator is required to pay for the purchase, as a normal customer would do. Conditions for the refund of the spent amount are always communicated in the Evaluator Documents.
Types of remuneration
Total remuneration of each assignmentwill consist in one or a combination of the items below:
- fix fee for performance of the assignment;
- variable fee, depending on the purchase amount. In this case, a calculation method is clearly defined and communicated to the Evaluator before the performance of the assignment;
- optionally, specific fees to cover travel or other expenses.
How remuneration is set
For each assignment, remuneration is defined and communicated to the Evaluator before its performance. By performing the assignment, the Evaluator implicitly agrees to the offered remuneration communicated in the so-called “Fees Invoice” delivered with the rest of Evaluator documents. Additionally, Evaluators have the possibility to see and export their history of assignment with the corresponding remuneration amounts and payment status.
When specific local taxes apply and need to be deducted from the offered remuneration, this will be communicated to the Evaluator upon registration in the considered country or area.
Payments of remunerations will always be processed by ISC-CX after the correct performance of the corresponding assignment(s).
ISC-CX processes assignment payments on a periodical basis. Therefore, the payment timeframe may vary from 1 to 6 weeks, in most cases, under the condition that each Evaluator provided the correct payment data. Any local specification about payment timeframes may be communicated individually to the Evaluator.
ISC-CX does not use cash payment or bank checks. In most cases, payments to Evaluators are dealt by Bank transfer or by an online payment solution, such as PayPal. Payment methods may vary locally and will be communicated to the Evaluator individually.
Evaluators commit to
- Not revealing to any third party information about ISC-CX procedures, customers, assignment instructions, nor about their own assignments results.
- Never sharing any written information accessible on their Evaluator’s account. Information provided on this online account is exclusively addressed to the corresponding Evaluator.
- Never reveal their Evaluator role to any employee of the evaluated location, company or brand. This applies during and also after the assignment. The only exception will be when explicitly requested by ISC-CX and part of the Role Description.
- Never share the materials or results of their assignment with third parties. Results are to be submitted to ISC-CX only. By accepting aN assignment, the Evaluator agrees to transfer the usage and exploitation rights of the information collected and reported to ISC-CX /Multisearch AG.
Each Evaluator is allowed to register only once with ISC-CX. Should the Evaluator’s contact data or any other aspect of the Evaluator’s profile change, no new registration is requested. The existing profile should be updated online by the Evaluator.
Should ISC-CX identify a duplicated account, this will be fully investigated. If proved that the Evaluator’s honesty and intentions were not questionable, the unnecessary account will be cancelled, so that only one account is maintained. If we identify that the Evaluator voluntarily infringed this rule, all accounts will be cancelled and future possible applications blocked.
Each Evaluator commits to be the only user of his/her account with ISC-CX. If different people from the same household or family wish to be active as Evaluators, they must register individually.
By registering as an Evaluator on our website, each Evaluator commits to providing accurate and authentic information. Any falsification of information would lead to automatic disqualification and permanent exclusion from our database. This rule applies to all the information provided upon registering and when updating the profile during the whole activity of the Evaluator’s account.
By completing any assignment report, each Evaluator commits to provide accurate and authentic information about his/her own behavior during the visit and all contents of the report.
Our assignment aim at providing concrete and objective information about how customers are attended to in predefined shopping or consultation situations.
Each Evaluator must be able and commit to objectively report and evaluate facts. Therefore, should an Evaluator
- feel unable to provide an objective report for a specific assignment because of their own personal opinion about the brand, type of location, service or product tested,
- work or have worked for the targeted company, brand, location in the last 5 years,
- work or have worked for any direct competitor of the targeted company, brand or location during the last 5 years,
- have close relatives or close friends currently working or having worked for the targeted company, brand, location or any of its competitors during the last 5 years.
- know anybody currently working for the targeted company, brand or location,
then, the Evaluator commits to communicating this information to ISC-CX and not accepting the assignment.
ISC-CX does not guarantee a minimum activity or remuneration to the Evaluators. Offering concrete assignments will depend on the needs of our customers, especially in terms of location, Evaluator Profile required and minimum Evaluator rotation.
Defining training needs
Any assignment may be subject to the Evaluator having previously passed a Certification Test or participated in any training program. Evaluators will be informed accordingly.