Is audio/video mystery shopping legal??

Yes. While in the public domain, individuals do not have an expectation of privacy. However, Instant-Replays believes in obtaining your team’s signature (on a form we provide) indicating their consent to participate in an audio/video program designed to help them improve their individual performance. In fact, psychological studies show that the idea that they may be mystery shopped alone will likely have a positive impact on their performance.??

Who owns the videos and how is the information kept confidential??

The client owns all videos produced on behalf of their business. Instant-Replays considers all information regarding client shops to be confidential and protects them accordingly. We will maintain a copy of your shops for a one-year period, after which we’ll let you decide if you want us to send you the original shop or destroy it.??

Who are your shoppers and how are they trained??

We only hire the best – people from diverse backgrounds with exceptional communication skills, proven work and shopping experience, and a well-groomed appearance. Then we provide them with industry-leading one-on-one training and shopper certification. And then we coach them throughout the entire shopping process, from equipment use to actual shopping interaction. And then we require them to practice “shopping” with us over and over until we feel they are ready to shop for our clients.