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您的报告质量,决定您未来的顾客体验

Our Report Quality, Your Customer Experience in future!


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评估员须知

作为KORE的走访员,我们的目标是给客户提供一份真实有效的报告

1.一般须知:

紧急情况指:

2.申请任务阶段

3.走访阶段

4.填写报告阶段

Notes For Evaluators

As an evaluator from KORE, our goal is to provide a real and effective report for our client.

1.General Information:

Emergency situation:

3.During 'application' stage:

4.During 'assigned' stage:

5.During ‘submission’ stage:

6.During 'payment' stage:

常见问题

1.什么是神秘购物?

神秘客户评估,也称之为神秘购物。 简单的说, 我们委派已经接受过相关培训的“顾客”- KORE 评估员, 以匿名方式到客户店铺记录消费体验的过程。 根据所得信息,公司可以相应对员工安排再次培训或者给与奖励,改进业务流程,以及提高审计和竞争分析能力

2.KORE评估员必须具备哪些素质?

我们都称呼我们的神秘顾客为KORE的一员。
成为评估员必须年满18周岁以上,对细节的敏锐观察力,具有责任心,喜欢购物。
您就是客户的眼睛 – 因此您的优质、客观的报告至关重要。我们并不要求评估员拥有客户服务方面的高学历,但我们在选择评估员时非常看重以下方面素质:
*遵守项目指南。准确进行走访并完成报告。我们的项目指南非常详细,您在走访时需要观察的细节我们都会一一描述清晰。
*客观。在店铺观察顾客体验时,您的角色是如实记录访问店铺过程中发生的情况,而非对产品、服务或店铺员工的主观感受。
*可靠且守时。如果您接受了一项任务,我们期望您遵守诺言,有能力及时高效提交报告,保证在指定期限内完成任务,以便客户迅速利用此情报立即采取行动。
*可联络。–出于项目培训或对报告提交后跟进等目的,我们的项目组可能需要联络您。
因此,我们能够在白天/工作日及时与您取得联系这点很重要。

3.作为一位KORE的评估员,我需要哪些资源?

能够每日上网及查收邮件
一部手机 --- 查收短信、拍照和录音
能够及时上网 --- 查收邮件、登陆KORE网站申请任务及自主学习。

4.我如何才会得到神秘购物任务呢?

项目组将根据客户的明确要求(如年龄,性别等)以及评估员的过往可靠性记录委派评估员。因此,您需要详细填写KORE的注册表 。

5.走访是否须要在特定时间特定日期内完成?

针对每个走访项目,项目组都会在通告中标注具体截止日期/走访时间等信息,您可以申请适合您的店铺,自主安排走访。

6.走访之前,我需要准备些什么?

我们的在线新人培训将为您介绍神秘顾客/评估员的角色。培训通过在线互动学习的方式,教您如何成为一名神秘顾客 /评估员。这个项目模拟您在走访工作中需要做的事情。
此外,您还可能要参加具体项目基础培训以及考核。

7.每份评估任务会花多少时间?

针对每个走访项目,项目组都会在通告中标注具体截止日期/走访时间等信息,您可以申请适合您的店铺,自主安排走访。

8.走访以后,我应该何时提交报告?如何提交?

店铺访问结束后24小时内,您需要通过我们的线上系统提交报告。

9.如果访问店铺时出现问题,我应该怎么做?

首要原则:永远不要惊慌!
当您计划走访特定店铺正在装修,或您在指定的地址找不到店铺时,您需要全面收集信息(照片/录音)来证明店铺无法正常走访,并将相关情况告知项目组。
当店铺员工可能怀疑您是神秘顾客 / 评估员。遇到以上情形,一定要镇定,以不暴露您作为神秘顾客 / 评估员的身份为原则,尽量完成任务。

10.我需要提供店铺访问的证据吗?

需要。每个项目都有特定的走访证明要求,如果您提供的证明不能满足该项目的要求,而致使报告质量无法通过审核,我们将不会支付该项目费用。

11.每次的走访酬劳是多少?

我们根据项目的复杂程度及要求计算酬劳,并在项目公告中明确每个项目的具体酬劳。

12.我什么时候可以开始加入KORE 评估员的行列?

填写好注册表格, 您可以立刻成为一名评估员!我们的系统将及时处理注册信息。注册成功后,您可以即刻访问在线系统,开始搜索项目。 马上联系我们,注册成为我们的评估员吧!请把简历投至 ppe@kore-research.com

Q & A

1. What is mystery shopping?

Mystery shopping is a tool used to monitor and measure customer experience of a Brand. You will visit the store, portraying as normal customer,inquire for a product or service. Your role as a mystery shopper is not to judge but to share your objective observation of what had happened during your store visit. Depending on each assignment, you will be given instruction as in what to observe within the store. It could be store appearance, merchandise visibility, or staff’s attitude and product knowledge.

2. What are the must-have qualities of our evaluators?

You are the eye to our client – and thus your quality, objective reporting is extremely crucial. We certainly do not require anyone who has a PHD in customer service, however we put tremendous emphasis on the following quality while selecting evaluators to fulfill our clients’ projects:
Being objective in the store observation. Your role is to document what had happened at the store during your visit, and not your subjective emotion towards product, services or store staff.
Being able to follow instructions and accurately conduct evaluations. Our paperwork is detailed and the specific observations you'll need to make are outlined and explained clearly.
Being reliable - if you accept an assignment, we expect that you will honor your agreement, and fulfill the assignment with commitment, within the deadline.
Being timely – you must be able to report responses in a timely and efficient manner so that our clients may use the information promptly for immediate actions.
Being contactable - our project team will reach you for project training or post-visit follow up on the report findings. Therefore it is extremely important that we could easily reach you during the day/week.

3. What resources do I need to be a evaluator?

Access to your email and internet everyday
A mobile phone

4. How will I be offered visits/ a mystery shopping assignment?

Our Project Team will assign evaluators based on client’s specific demographic requirement such as age, gender etc., as well as your past reliability record with us.

5. Do visits have to be completed at a certain time on a certain date?

You may apply for shop visit schedule that fits yours, of course. On each client’s assignment, specific date/time details will be indicated in the project announcement.

6. How will I know what to do?

Our online orientation program will introduce you to your new role as a Mystery Shopper.
Orientation is an online interactive learning program that teaches you how to be a Mystery Shopper. It simulates what you will need to do in an evaluation.
You will be provided a basic training on mystery shopping as well as project-specific assessment (if applicable).

7. How long does each Mystery Shopping evaluation take?

Depending on the project complexity, a normal store visit itself usually takes about 20-25 minutes. Before you do your evaluation, you should allow ample time to read the assignment guidelines and instructions thoroughly to familiarize yourself with the scenario and questionnaire.
Reporting the results online can take another 15 to 30 minutes.

8. When do I have to submit my report? And how?

Within the 24 hours from the store visit, you will need to submit your report to us via our online system.

9. What should I do if there are problems with my visit?

Rule #1: Do never panic!
It might happen that a certain store which you are supposed to visit today, closed down. What you shall do is collect as much information such as proof, to shows that the store is no longer valid for visit, and report the information back to our Project Team.
It might be case where the store’s staff was teasing / suspecting if you are a mystery shopper.
When you encounter such condition, do never ever expose your identity as mystery shopper/ evaluator.

10. Do I need to provide Proof of Visit (POV)?

Absolutely. A report submitted without any supporting POV will not be accepted and paid for.

11. How much will I get paid?

Absolutely. A report submitted without any supporting POV will not be accepted and paid for.

12. How soon can I join as an evaluator?

Immediately! Our system will process your registration straight away. Upon acceptance you will be granted access to our online Shopper Portal.
This will allow you to begin searching for work instantly. Sign up now and get paid to shop! Please forward your resume to:
ppe@kore-research.com

什么是神秘购物

神秘购物,也称之为神秘客户评估。简单的说,我们委派已经接受过相关培训的“顾客”- KORE评估员,以匿名方式到客户店铺记录消费体验的过程。
评估员需要反馈给我们他们客观的走访经历,而不是单纯的主观感受。
根据评估员的走访质量,公司可以相应对评估员安排再次培训或者给与奖励,进而改进业务流程以提高公司的审计和竞争力。
根据所得的信息,公司可以分析出客户店铺的服务强弱势。

What is mystery shopping?

Mystery shopping is a tool used to monitor and measure customer experience of a Brand. You will visit the store, portraying as normal customer, inquire for a product or service. Your role as a mystery shopper is not to judge but to share your objective observation of what had happened during your store visit.
Depending on each assignment, you will be given instruction as in what to observe within the store.
It could be store appearance, merchandise visibility, or staff’s attitude and product knowledge.

成为评估员

必须年满18周岁以上
对细节的敏锐观察力
具有责任心
喜欢购物
请把简历发送到 ppe@kore-research.com

How can I be a evaluator?

Must be above 18 years old
Keen eyes on details
Responsible
Love to shop
Send your CV to
ppe@kore-research.com