Who is Service Metrics? Founded in 2002, Service Metrics, Inc. is a mystery shopping and market research firm that provides our clients with the information they need to improve customer service at the retail level. We provide this information to our clients by utilizing our 10,000 Independent Contractors (Mystery Shoppers) to periodically evaluate their products and/or services all across Canada.

What is mystery shopping? A type of market research, it is a standard and common business practice where service evaluations are made without the store’s personnel being aware that they are being “shopped”. Mystery shopping provides information about client-established customer service standards. This information then allows companies to adjust training and award bonuses that help turn their service vision into reality. Good customer service benefits us all.

What does a mystery shopper do? Anonymous “shoppers” pose as ordinary customers and evaluate the business based on service, cleanliness, food quality and other factors that the client may require. As a part-time Independent Contractor (not an employee), you would receive complete guidelines for each shop that you choose to accept. Average shop time is about thirty (30) minutes to one hour.

What kind of "shops" might I do? We shop a variety of retail shops including gasoline stations, fast food establishments, sit-down restaurants, drug stores, computer stores, warehouse clubs, wireless telephone providers, bookstores, etc.

What do I get paid? For most shops, you make a small reimbursable purchase and, in most cases, you may keep the purchase. You may also be paid a fee to compensate you for completing our service questionnaire. Shoppers are paid once a month by cheque, for all approved shops completed in the prior calendar month. Fees are paid only for reports acceptable to our clients.

What are the requirements for being a mystery shopper? You must be at least 19 years old and have a minimum of a high school education. You need excellent observational skills and must be very detail oriented. Most shops require a digital watch or a watch with a clear second hand for timing the store’s service. Access to a computer is required.

Does Service Metrics need/use more than one shopper in my area? Yes, we do. To maintain the confidentiality of our mystery shoppers, we must rotate shoppers on a regular and routine basis.

What is the process for receiving shops? Once your submission is approved, you will receive a password and the address of our Shopper Website where you decide and choose the shops you are interested in completing. When a shop is accepted, you then choose from a range of dates when to perform your shop. Accepting a shop means you are committed to completing the shop during the time frame that you choose. You are responsible for printing, from our website, guidelines and a specific questionnaire for each shop. A thorough review of the guidelines is required prior to performing and completing the shop. After each shop, you simply report the results on-line, in most cases, and forward us your shop documentation (receipt or business card) and your Contractor Payment Invoice.

Security and your Social Security Number: Your information is collected via a secure web environment and there is a link to our Privacy Statement next to the SSN/SIN box on the form. If you note the URL in your web browser after you entered this website, you will see that we immediately redirect you to a secured server and you will see 'https' in the URL - a sign that you are on a secured server. If you are still uncomfortable giving us your SSN/SIN on-line, we also accept packets via mail, fax and e-mail.

Do not enter a SSN/SIN other than your true and valid SSN/SIN; identity theft is a crime.

Once you have received my submission, what is next? Our staff personally reviews all submissions to ensure you meet our criteria. We process as quickly as possible. Approved Shoppers will receive an e-mail with your Shopper ID number and further information. Please make sure that your ISP or computer does not filter out our e-mail address. If you have not heard from us within 7 business days, e-mail HelpDesk@servicemetrics.ca for an update.

Important Note: You must be at least 19 years old to apply.