A Starbucks barista asks: What do you know about "secret shoppers"?

The employee writes: "I'm curious whether anyone knows who these people are who do the store "snap shots." A snap shot is an unannounced visit by a sort of secret shopper. the person orders a drink and asks questions to see if the workers know their stuff. Are they freeloaders who take the job for free drinks? People who can't get jobs, i.e. unemployed types who need income so sign on for spy work? Are they with a company? Do other Starbucks workers find these people slightly anal retentive if not vindictive? I've heard some horror stories about what they pick on."

Comments

they usually order a tall white mocha

[deusx]

Actually they are supposed to order a Tall Latte. It's easy to pick them out as they don't behave like a normal customer.
How many customers do you have that come in, walk around your retail area, walk by the bathrooms then order a tall latte, ask a question about a drink or beans and nearly immediately leave the store afterwards?
Shopping has it's good points, but there are crappy shoppers out there. One of the first stores I worked at was cited for having dirty bathrooms that needed everything refilled. The store had no bathrooms, nor were there even bathrooms near enough to it that they could be confused as the store's bathrooms.=)

[me]

They have to order a tall white mocha, latte, mocha, or cappuccino (!), with no modifiers. Look on the second page of the snapshot. While we're on the topic, does anyone know if the percentage rating actually bears on the service rating (1-5 stars)?

[melina]

woah, two posts from starbucks gossip back to back (oops! pun!) both including the word "anal"!!!

[grey]

I knew a guy who worked for a secret shopper consulting company. He was an alcoholic old guy. He looked borderline homeless: unkempt clothes, hair, and smelling kind of ripe. The company sent him to stores to be a pain in the ass to see if the employees treated him rudely (he had money and payed but would change his order and ask lots of questions) and he reported on them.

So, a secret shopper could be anybody.

[Doppio]

Someone I know in corporate in the large city I'm in said that snapshots are 'always' done by women.

To prove that they did the snapshots they need to have a receipt, and since it's too suspicious to ask for a receipt for a cash transaction, you can be sure they're using a Starbucks Card (since baristas are supposed to automatically provide the receipt).

I've seen snapshots on lattes, cappuccinos and mochas. The mochas are often a bitch because the syrup and whipped cream cool the milk which lowers the temperature pretty quickly. If you don't have your milk close to 165 before making the drink, the temp could go too low.

[Doppio]

We also have seen screwed-up snapshots, like the one where the barista on duty was supposed to have dreads ... but no one in the store did.

But I can't say any snapshots have been really off in the last 6-8 months.

[this space for rent]

The public radio show This American Life had a program about "amateur spies," which included a segment about mystery shoppers. One mystery shopper visits an unnamed coffee shop. Strangely, she doesn't let the radio reporter to follow her into the shop (so they could pretend to have a conversation), but she talks into a hidden microphone as she surveys the cafe (wouldn't that attract even more attention?). I can't find a way to link directly to the Real Audio of the show, but the radio show is available at http://www.thislife.org/ and the episode aired on Nov. 19, 2004. The mystery shopper segment starts about 34 minutes into the show.

[p.m]

Just to clear things up, many companies hire mystery shoppers. A lot of these clients usually go to a middle company who deals with all these. And these mystery shoppers usually get paid from $10-$50 USD a trip. Not only that, they also get freebies. And they would be introduced to the same expectation as the company.

Yes, they would have to order a tall latte, mocha, or cappuccino. They would have to record the waiting time(in line before greeted), the time it takes before they get their drink. They would also have to weigh and measure the temperature. They would then review the service provided. Then they would rate the service in four categories. BTW, they DO take note of EVERYTHING.

In addition, they would have a percentage part which is calculated by all those mentioned above. And they would also have a legendary service, which is a one to five star. It is seperate, but based on the Starbucks Legendary service.

[Typing While Naked]

Sounds like a sweet gig. I guess the next question is, how and where do I sign up?

[Partner 1139XXX]

We had a snapshot at our store once where we lost points because the mocha was too heavy...way too heavy...we tried remaking the drink using a grande cup and pouring straight cold milk with the syrup and couldn't get it as heavy as they reported....turns out other stores in our district had the same problem and apparently it was the persons scale...

You think that if the numbers were THAT far off (we're talking an extra 100 grams)the person would go "Hmmm..."...apparently not.

[Boston Starbucks Rebel]

Hi! I think Snap shots are stupid by their very definition. First of all, it is only a snap shot that means it doesn't get the entire picture that is occuring within the store. Perhaps, the store is in a shift change or maybe the people are just inexperienced at the time. New baristas aren't the easiest to use or helpful for that matter. I wish Starbucks would have an IQ requirement of at least 130. But I digress. An interesting point is that they usually get a decaf tall whatever. It can be a decaf tall white mocha, latte, or cappucino. I even read a snap shot where the person got a caramel macchiato. The person said that drink was the most delicious caramel macchiato ever. This leads to my second question concerning whether or not they actually drink the drink or just take a sip. In the cities, it must be really hard to get a parking space near the store because has anyone actually thought of the time necessary to walk from the store to the car and the change in temperature that occurs! I will admit that I do hand off all tall drinks first, in the off chance that a person is a snap shot person. Oh yeah, the stars do not reflect the actually percentage. I know a store that got like a 75% and still got 5 Stars.

[CoffeeBoy]

Mystery shoppers can be a pain. Manager's hearts race when that precious envelope arrives in the mail. They can make - or break bonuses, and even careers.

That said, everyone knows they are just that "snapshots". The current condition of the store at a particular time. Every store may have that 10 minutes of problems during a shift change, etc. But remember, a real customer doesn't know it's shift change. Nor do they care. They still payed for a latte, and they deserve a latte.

A store with a bad snapshot is just unlucky, a store with multiple bad snapshots, has bigger issues than worrying about who the snapshot person is.

[Siadda]

The Legendary Service score is not at all related to the basic percentage score. I've seen a 76% with 5 Stars because the store looked like it had been hit by a bomb, but the partners were so friendly and engaging with the customers that it brought the Legendary Service score up to 5 Stars. The register partner came out from behind the counter to describe to the secret shopper, in depth, all the decaf whole bean coffees available (that was the knowledge question). That made a big impression, despite the messed-up condiment bar and half-empty pastry case.

[Coffee Kid]

My manager got so mad at a secret shopper that he jumped the counter and just throttled that guy. Beat the tar out of him. When the secret shopper was screaming no no no my manager whipped out his thing and peed on the floor right in front of a family. The mom said ewwwww or something so my manager slapped her and spit in her kids hair.

We got like a 58 and 3 stars.

[Matt Jameson]

1. The stars have nothing to do with the percentage. They are based only on the list of things that go into legendary service, which are listed on the first page.

2. A really good secret shopper probably won't be doing Starbucks assignments...they'll probably find themselves at restaurants and hotels. That said, we did have a secret shopper once who actually came in with a clipboard and sat staring at Barista's hair and eyes and then recording something on her clipboard...duh...

[Partner 1139XXX]

I've always been tempted to blow the cover on a secret shopper...what would they do if you asked them if they were one? or if you tried to converse with them about secret shopping...interesting thought...

ummmm.....

Secret Shopping for Starbucks is pretty nice in the scheme of secret shopping. You get paid 30 bucks a pop for 45 minutes of work. You can do 8-10 stores in a day. Not bad if I must say. True secret shoppers will do a variety of stuff because there is only so much to go around. Starbucks is one of the better ones as well.

if you blow the cover the store gets snapped again. it costs the store more money. I've seen it done in other places because the secret shopper was not good.

[Starbucks Partner]

Hey... why don't you take this conversation to your manager... to your district manager... or call someone at Starbucks in Seattle and ask these questions directly to them?

We don't have such a culture that you can't get honest answers to these questions... Do we? I've read most of these answers... and you're getting what you should expect from a rumor site... Rumors. Most of the answers are 'sort of' correct...

I'm not sure that the Starbucks Gossip site is the right venue for these conversations... Sure... I guess it's interesting for outsiders to see Starbucks inner workings...

But if you honestly want to know the answers to these questions... ask the people in charge of the program.

[Marie]

Why is it "too suspicious" to ask for a receipt on a cash transaction? I am a frequent business traveler. I always ask for a receipt at Starbucks when I've paid with cash so that I can get reimbursed by my company.

[Jack]

I think perhaps Bill Maher is one of these secret shoppers...
http://homepage.mac.com/onegoodmove/movies/bm050605starbucks.html

[Thinksdifferent]

To give you an idea how easy it is to pick out the mystery shopper, I never worked at starbucks but I worked in retail four years ago where we frequently had mystery shoppers come into our store. It was always easy to pick them out. I have been in line in starbucks and have picked out the mystery shopper before. It's almost as easy as picking out undercover security.

[Jessica]

In cafe snapshots are one thing. Drivethru snapshots are another. We have a drivethru at my store, so not only do we get cafe snapshots, but dt ones as well. Although those ones are only star ratings and not percentages. It does really suck when some idiot pours pop or dumps their trash in the dt lane a car in front of the snapshot driver though.

[me]

Sure, it is only a snapshotof ten minutes in the store. But in theory, the store should always be clean, and customers should always get their drink to standard. We all know, of course that the store will not always be clean. However, if you use a 10 minute bus timer and get out there once every ten minutes, you can beat the snapshot. If the shopper sees you doing a bus and the store is then clean, you instantly redeem the snapshot. They must stay in the storefor ten minutes,check the bathrooms,ask a question, order a tall drink (latte, cappucinno, mocha, white mocha). They will not put a lid on their drink and tend to leave quickly after getting the drink.

[Moko]

So, if I want good service, I should walk in, inspect the joint, ask for the bathroom, look the baristas up and down, scribble some notes, then order a tall drink?!!! Pity it wouldn't 3 to 4 days a week at my regular haunt.

BTW, is it okay to write store locations on this board?

[Doppio]

"Why is it "too suspicious" to ask for a receipt on a cash transaction?"

Because that same person will also have to ask a question to check barista knowledge, and it's too easy for them to add 1+1. Maybe not you, though....

I work for Starbucks and previously worked for Banana Republic. BR used a snapshot system for guaging the quality of the store but then decided that
a)hired pros would not respond to the store in the same way as actual customers and
b) five minutes are not a great reflection of the typical experience.
They started a system that randomly selected customers for the opportunity to win a free gift certificate if they completed a short survey over the phone. Starbucks could probably save money and get a better read on the pulse of its customers if it did the same thing. They could also target "loyal customers" through the starbucks cards.

[Private]

Mystery shopping is actually a hobby of mine. i am neither a drunk nor unemployable. If you treat people right on a regular basis, you have no reason to fear a mystery shopper. And when I shop you, I promise you will not know who I am because I take all of my notes down after I've left the store. And I will give you a good review as long as your store is not a pigsty and you treat me with respect. Really, I don't ask for much.

[Alfie]

I've been a mystery shopper for years, and have done a wide variety of shops. "Really good" secret shoppers don't limit themselves to restaurants and hotels. Maybe it's not as glamorous, but the better money is in the shops you can do quickly. Give me a 7-Eleven over Applebee's anyday! The money and freebies are nice, but very few shoppers can make a living at this. Please don't gag - I also do this because I truly hope my work helps improve customer service. Phone surveys? There's no reliability. Most people I know just keep hitting 1 so they can get that coupon code as soon as possible!

As for blowing my cover, go ahead and try, I'm ready for you. Shoppers are supposed to be ready for such questions. I've only been asked one time - and it was when I wasn't doing a shop!

I don't shop Starbucks because I don't drink coffee. But if you want to shop Starbucks, go to www.secondtonone.com. For most mystery shopping, you shouldn't have to pay out any money, but for Starbucks, you'll be out $35 for the equipment, which they can take out of your first checks. It's refundable if you decide to quit shopping Starbucks. Have fun!

[Nate]

HAHAH! that link "www.secondtonone.com" is a link to "Website of the b-boy crew and record label" the link you want is "www.second-to-none.com"

[QC Latte]

Why is it too obvious to ask for a reciept?
Business travellers?

Well, maybe in the markets you frequent, but the only folks we get on business in this market are pharmaceutical reps and industry (like John Deere) sales reps. Anyone with any time in this market knows them all and knows they all order far more than one drink at a time. There are so few other business travellers here (at least ones that pay with cash) that asking for a receipt in this relativly rural market would tag you as a shopper in just about any setting.

Secert Shoppers, give me a break! Just another name for a person that has nothing better to do but wake up and say "OK, whose day can I ruin today?" I personally pride myself in my knowledge of the coffee and beverages that I serve but, when someone comes in and deliberately changes their order after you make it or makes the order difficult for the sole purpose of seeing how you respond to them, that to me is taking secret shopping to a different level. If the purpose of a secret shopper is to test knowledge and beverage standards, testing someones patience is a whole different thing.

I do believe that if I fill out an application for employment and accept the position then I am accountable for standard corporate service, but I also belive that I did not sign on for abusive and rude customers. I'm sure no one out there can say that they have ALWAYS had pleasant customers.

It is true, that as the consumer, they deserve courteous service but the consumer is paying for the coffee at a major chain and that does not give them the right to look down their nose at the server. We aren't all idiots that can't find anything else to do for work, maybe like some of those secret shoppers we are between jobs.

BTW, another thing to watch out for, they aren't just reporting on your knowledge and beverages, they have also been known to report on conversations you have with team-members and other customers. I think "Spy Shopper" is the better term.

"BTW, another thing to watch out for, they aren't just reporting on your knowledge and beverages, they have also been known to report on conversations you have with team-members and other customers."

Yes, this is true. All casual conversations (good or bad) with customers or other partners will be observed and reported. We had a snap come in who reported the barista working the bar was complaining to another barista about how long she had been working the bar. A big no-no, of course.

Our district also has other store managers come in to spy and report back to the manager. Oh, and we have a DM with super-hero-like hearing. One negative word whispered can be picked up from 30 ft. away!

Baristas - remember to keep your private conversations PRIVATE! Big brother is watching.

[StarbuxGrrl]

"Snapshots" are used in just about every kind of retail store, and even if there's a shift changed or a new employee working bar there shouldn't be a change in the quality of drink. It reflects how we are everyday because you don't always know if that person is actually ordering that decaf tall mocha or if they are working for Starbucks- if you treat all your customers to "legendary service" then you shouldn't have to worry about it! Just treat the possible snapshot like any other customer, if you have to worry about it, then it's not that the company shouldn't be doing it, maybe it's that you need to work on meeting the standards that Starbucks sets for us. I work near Seattle, we get tours of important company people and the next person walking into the store could be THE big boss man, but we don't worry about that because we treat everyone like we would treat him, and we consistently get our 5 starts- Moral of the story? Treat everyone like they're a snapshot and you won't have to worry about which one is! :)

[Mystery Shopper]

http://www.volition.com/forums/topic.asp?TOPIC_ID=16936

The above is a link to a message board discussion on the shops.

Veeeeerrryy interesting!
Will check it out - thanks:)

[sbuxwanabe]

Anyone know how much a DM would start at?

[Secret Shopper]

For the most part, being a secret shopper was an intereting position. Although I only tried that three or four times, because it was rediculously boring. The interesting thing was that only Starbucks got a bad review. I don't know why but some of the employees are just rude. Bad attitude at most requests, whether it is being asked to do something by a coworker or being rudely impatience at a customer.

[Secret Shopper]

For the most part, being a secret shopper was an intereting position. Although I only tried that three or four times, because it was rediculously boring. The interesting thing was that only Starbucks got a bad review. I don't know why but some of the employees are just rude. Bad attitude at most requests, whether it is being asked to do something by a coworker or being rudely impatient at a customer.

[BigBrother]

Just to clarify to those who are complaining: The purpose of secret shopping is to provide an accurate and objective picture of an sales interaction. A good secret shopper wishes to catch you doing your job well. We are not sadistic people who live to hurt you. I have a non-Starbucks shop where I hand out gift cards to the employees when they do their job correctly. I love doing those shops.

I have done shops, Starbucks and others, were employees represented their company well and I have noted that in my report. I have done shops where the employee has represented the company poorly. In reality, what I report is not my choice.

Starbucks has specific questions for me to answer. I have to answer them. If I see that the condiment bar needs cleaning, I must report that. Further, good shoppers provide detailed information on events, conversations and behavior that occurs at the time.

You agreed to respresent Starbucks when agreed to take their money (paycheck). Why shouldn't they want to know how you are representing them?

One last thing. Mystery shoppers are required to interact with you in a specific way. If they order Tall Latte, it is because that is what the shop scenario says must order. If they change the order, it is because the shop scenario says they must. If they ask a question about coffee beans, it is because the shop scenario says they must. So if you are upset with what we put you through, it is your Starbuck's fault.

[Patti Ann]

I would love to know where the $30 and $50 dollar shops are. Try 1/3 the pay guys, and yeah, you get your drink paid for. Big deal, Tall Latte is not my favorite! Give me a good old Vente, NF,SF Quad Decaf Vanilla Latte, with 3 S&L and I would be happy.
Also as a mystery shopper, I would rather get a great shop then one that has problems. We have to explain every "no" on the questionaire and if you do a good job, you make our job easy. We are not looking to catch you in something, we are looking to report that you are doing your job. I think mystery shoppers do a job that is neccessary. Our society has allowed the 'McDonald's-ization' of corporations. We all give McDonald's a second chance because we know that they hire first time workers, so we tend to allow McDonald's employee's to slip on their customer service. But this has spread to other business'. There is poor customer service in many other stores, and instead of consumers demanding the right to be treated right, consumers are just backing off and saying, "oh, you can't get good service these days. It is like McDonald's". I see this in banking, grocery, retail and everywhere. As a society, we have let customer service slip, we make excuses for bad service, ie: McDonald's--everyone is a first time employee, give them a chance.
With Mystery Shopping, your company cares enough about customer service to try to make a difference. Be happy about that. You work for a quality company.
Also you all have a lot of the specifics wrong on who is a mytery shopper. I am not going to tell you any specifics because it would make MY job harder. I agree with the person who said, just treat all the customers right and your won't have any problem. I have a company that I work with, that gves out bonus' to employees who get great scores. And like every single company in the world, there are good and bad mystery shoppers. Before I was a mystery shopper, I was one of those customers who would tell your manager if I got good service or not. I have just extended my job now make sure that the good employees are rewarded, and the bad employees are weeded out. There is one store that I started mystery shopping and they were horrible. Now 3 months later, they have gotten their stuff together. They still don't know I am the mystery shopper because I am careful not to give myself away. I don't take notes in front of people, I don't stare, but because of a hearing problem, I do look others square in the face to read their lips. I have done that forever and not just since becoming a shopper.

[Joe W]

I can only say this.I wish there were more secret shoppers. I have been to a lot of Starbucks locations over the years and have noticed a lot of partners complaining about all the gossip that goes on in their stores ,not only that but they whine and bitch about the customers too at the coffee bar where they foolishly think that no one can hear them. I've had several people I know go to a non- Starbucks coffee bar and stay there simply because they are tired of all the b.s..

[tipping point]

Good choice Joe W. What you should really ask yourself though is why is there all of that BS? Happy workers don't act like that, do they?

You know what? You really shouldn't worry about the mystery shoppers. I am one, and what I am supposed to report on is so basic, almost every shop I've done has come out with flying colors. There's nothing tricky about it. The orders are simple, the questions are simple. The only thing that has ever been a "problem" is debris on the tables. I've only run across that once and while I did report that it wasn't cleaned up while I was in the store, I also mentioned that it was "crazy busy." I didn't really say, "crazy busy" but you know, you try to put things in context. Starbucks is Starbucks. In all my years of frequenting Starbucks (as a regular customer) the service has always been at least fine, and usually great. I suppose there's always the chance you're going to get some psycho, wierdo, vindictive shopper, but that's just life. Those kinds of people can pop up anywhere. For the most part, just do your job as you usually do, and you'll probably fare very well.

[barista]

On our snapshots, even when the shopper puts qualifying remarks, like that the condiment bar was messy but there was a line out the door, we still get counted off for it. But thanks for trying.;)

[shopper]

Gossip & rumors, no matter the subject, are not reliable. I have never been given corporate directions to shop Starbucks with a gift card, to change my order midstream, or to always order decaf. Often shoppers are rotated, and ordering details are changed monthly.
Mystery shoppers are not negative people who have nothing better to do than get you fired. We are encouraged to find the good, NOT dwell on the bad. If your service & attitude are nasty, you deserve a nasty write up, but we have to be "objective". You were trained to do a job...do it properly & you needn't fear the mystery shopper that you THINK you can spot.

[Kevin P. Ward]

Could you please email me the receipts for Egg Nog Latte, Peppermint Latte, and Pumpkin Latte. I'm a devoted and loyal purchaser of your products but I just recently purchased my second Barista Machine.

Thank You Another Satisified Customer

Kevin Ward

[Genevieve]

Could someone please email me a copy of the secret shoppers form. I would like to see what is on this (I manage a coffee shop of my own, and I am looking to start a similar program)

GJAMULA1@hfhs.org

Thank you!

[bob]

none of the recipes are secret. ask a freakin barista. it is just coffee..

[marty]

Thank you! And freakin' overpriced coffee, IMHO. With a weird cult-like way of ordering, with their own secret words and codes ("tall" means small???)

[Karrie]

how old do u have to be in order to work at starbucks?

Why would you even want to speculate on a "secret shopper" or not. Just give them the same service you give everyone else.

If you are worth your beans (bad pun) then you should have no troubles.

[barista c]

Well Karrie, in most districts you have to be over 18. But in all districts you have to know how to spell the word "you".

[imabarrista]

Or even "ewe".

[Secret Shopper]

I work for 3 different secret shopping companies that among them contract with over a dozen corporations including Starbucks. Each one has a detailed list of what to look for, ask, buy, etc. To be honest, I realize that the requirements for some of them are just goofy. I try not to be anal about certain questions, such as "Did the employee paste a big ol' fakey smile on his or her face, then both thank you and invite you back?" If the employee was nice, made eye contact, and treated me as something more than an income-producing unit or a distraction from her daydreams, I answer "yes." I have never yet met somebody who could pull off the "Thank youuuu. Come again!" routine without sounding totally fake and forced, so I don't expect people to do that.

Secret shopping is a nice way to make a bit of extra money. In my experience, a shop pays $9.00-$10.50 plus reimbursement of expenses, but with the reporting you have to do afterward, you're being paid for 90 minutes to two hours of work. BUT--The schedule is pretty flexible: each secret shopping company lists where and when they want their contractors to shop this month and you pick the shops that you have time for. You don't have to do a minimum number of shops to stay with a company. Also, if certain shops aren't picked up by the end of the reporting period, big bonuses start piling up. I think the most I ever made was $70 for a last-minute shop at McDonald's. You can't count on this happening all the time, but it's pretty nice when it does.

I would never count on secret shopping to pay the bills, but as a stay-at-home mom, I find it to be a handy way to cover my personal expenses at times when my husband can watch the kids, so my income isn't eaten up in child care. The free food and coffee are a nice perk as well.

NOTE to anybody who's considering becoming a secret shopper: WATCH OUT. Many so-called secret shopping programs are scams. They really want to sell your e-mail address/make you buy something online/take your money and run. In general, don't trust a company that sends you junk e-mail or pop-up ads. The legit ones usually advertise in your local paper. When you apply, you should be asked to fill out a vendor contract or employment application online, then study a corporate handbook and pass a quiz to prove that you can do the work. If any of the questions sound weird, trust your instincts and hit the back button. Also, THEY always pay YOU. Entry fee? DINGDINGDING. Run!

[giselle]

u sign up for starbucks mystrey shops at www.second-to-none.com

[Andre]

What IS a snapshot?

The mystery shoppers are hired by a Michigan-based company who contracts with Starbucks. The shoppers are sent a stopwatch, 2 thermometers, and a digital scale. The secret shoppers visit EVERY starbucks location (that they sign up for), including Licenced Concepts locations. They look for the following things.
* Weight and temperature of the beverage
* Knowledge question
* Legendary Service
* Cleanleness
* RTD Case / POS area up to standards
* Lapses in service or quality of products

The shoppers follow several scenarios. They are:
Weekday Open to 10AM
Weekday 10AM to close
Weekend Anytime

The beverages vary per scenario, but include: (all Tall size)
White Mocha
Caramel Macciato
Mocha

The knowledge questions also vary per scenario:
How much choclate is in a Tall Mocha (THREE PUMPS)
If I buy starbucks coffee somewhere else, can you grind it for me? (YES)
How much vanilla is in a Tall Caramel Macciato (TWO PUMPS)
Does Starbucks franchise? (NO)

The shopper is required to stay in the store for TEN MINUTES, or else the report is considered invalid. Also, the shopper carries a stopwatch to record the time they enter the line to the time they recieve their beverage. (Suposed to be under 3 minutes)

This information is HIGHLY CLASSIFIED and I wish not to be identified discussing it.

Thanks,
Andre

[Bill]

I am a mystery shopper because it's fun and comes with little perks. So, beware baristas, I just may be shopping you tomorrow morning!!

[Kannaria]

I'm planning on getting a job at Starbucks and truthfully I don't know much about the place. All I know is that they make great coffee and have excellent customer service. Then I decided to do some reaserch and "happened" to drop by this site. It's really interesting. This would be my first actual job since I've only been working at my family's stores and restuarants. I'm still interested in working at Starbucks. I love this site too. Even though some of it are just rumours...but then again this wouldn't be called the StarbucksGossip site now would it? :)

[416barista]

Once we got a snap shot that listed the barista as a female around 5'6 when we only had guys working on the floor at the indicated time. Obviously we didn't say anything since we got 5 stars and 90%!!

[Secret Shopper UK]

A cowboy outfit called Gapbuster handle Starbucks in the UK.

https://www.xec.gapbuster.com/

[Secret shopper UK]

Required Equipment to complete Starbucks evaluation:
The following equipment will be used by the mystery shoppers in the completion of all evaluations:
1. Scales: Terraillon Electronic Kitchen Scale. UPC 29814 01000 (Description under UPC reads DL100-Delta2 Lithium 4.4LB.Capacity Electronic Kitchen Scale). Scale capacity is 4.4 lb 2. Thermometer: COMARK brand 1" dial thermometer, temperature range 0-22- degrees F. Stock number T220AK. UPC 46338 70111 3. Stop Watch: Sportline brand, Econosport 240 stopwatch. UPC 95121 24000
Scenario: Shopper to visit the specified Starbucks store making specific observations regarding the external appearance. Shopper then to enter the store and make specific observations regarding the internal appearance of the store and its facilities, and then assess the restroom for cleanliness and stock levels. Shopper then to join the queue to place their beverage order (for Nov/Dec will be tall cappuccino), the service of the partner, including their response to a product knowledge question and measure their wait time in line with the stopwatch provided. Shopper then to wait for their order to be processed, assessing the wait time to receive their order again using the stopwatch provided. Shopper to spend a minimum of 10 minutes in the store to enable them to complete their observations regarding the store cleanliness and environment – to assess if any issues are rectified within this 10 minute time frame. Shopper also to observe whether or not specified products were available for purchase (exact products to be advised in instructions). Shopper then to exit the store and assess their beverage quality using the specified measurement equipment and guidelines. Shopper must ask: “Can I pay by debit card?” – if the partner says “Yes”, then the shopper must pay by debit card (and collect a receipt). If the partner says “No”, then the shopper must pay with cash (but will not receive a receipt). Reimbursement to the value of £1.89 required to cover the cost of the beverage purchase.

[CrapBuster]

I work for GapBuster and they are rubbish. Their survey's are very poorly written, and sometimes in my experience they will be bias to you giving a certain response, ie positive or negative. I wouldn't give their reports much credit. In fact I think Starbuck's and McDonald's should stop using them altogether. However I still do the shopping and get the measily pay, but if you get me you are guaranteed to get an excellent review, especially if you do a crap job.

[lullaby]

a friend of mine does starbucks shops. she said she immediately takes the drink to the restroom & pulls out the thermometer. so if they're taking their tall drinks & big handbags with them to pee... look out!

[holy crap]

Haha. There is SO much misinformation on this page, it's hilarious. From the wrong beverages to the way shoppers records notes to the times they're supposed to visit. Quite humorous how many rumors/untruths there are out there. Truth be told, unless the shopper is a crappy shopper (and there are people in every field who don't do their jobs well), a barista will never know who the shopper is.

[student]

ok so im a student (in highschool) and i am writing a report on mystery shoppers and i feel that all of these blogs and comments has helped me alot and for those of you who are mystery shoppers i would be very glad to do and interview with you over email if possible so please email me. every bit of ingo will only get closer for me to get an A which isnt very often! (haha)

PLEASE PLEASE HELP!!!

[student]

sorry forgot to post my email:::

pinktoastcrumbs@yahoo.com

thanks!

[Theresa Snell]

The Starbucks I go to inside a market because of the employees. When they see me, they know what I drink so I don't have to tell them. They ask how my day or week went. I love to go there instead of other Starbucks. Thanks everyday for the people who work there. Enjoy Starbucks Coffee.

[robsktn]

I am a full time 3rd shift nurse that does secret shopping on the side. I am not homeless, desperate, or any of the other negative comments previously made. I do this for fun and the extra money is nice. I follow the orders given to me by my employers to the letter, otherwise my shop will be deemed invalid and will be rejected. I order what I must, and fill out the survey form accordingly, and go on to do the next shop assigned to me. I'm sorry if some employees don't like this...perhaps if they were doing their jobs, there wouldn't be a problem. I have never done a shop where I know any of the employees, so I am not trying to be mean or vindictive...just honest in my observations. I hope that I am a good shopper, who can present everything in an objective manner, and I am as discreet as possible...since if anyone guesses I am a mystery shopper, I can no longer do my job as such. Anyone who wishes more info can check into mystery shopping at: www.shoppingjobs.net

[legendary]

WOW! Alot of speculation and ignorance.... I fit that category alot of times too. If your service as a barista is so legendary that I couldn't help but drool, then your shop is bound to get a great rating. Cause I can't say enough about a partner that makes me feel important and asks about my day etc. like they actually care. And of course uses the proper care with my beverage and such. Instead of looking for me. Treat everyone with the greatest of Starbucks service and you'll get top marks. Also, Starbucks expects you to give legandary service for a reason. Starbucks corporation wants to be known for your fabulous service along with the beverages. How you get your coffee is just as important as how good it tastes. The first time I ever went to a Starbucks was as a mystery shopper. You guys at my shop impressed the hell out of me. The guy who waited on me from the speaker all the way through to handing me my beverage was truly amazing. He interacted and didn't let any of his personal attitudes affect the quality of service given. He gave such great service that it really challenged me to go back to the store that I own and run and do better than ever. So if you are a partner maybe a good look at your employers mission statement would make a whole difference in your whole view of the job before you. Thanks for great service most of the time and for the great beverages too.

[a white man with a mustache]

Boy, Starbucks employees must be a pretty stupid lot of folks (and I know this is not true) to think you get paid big wads o' cash to mystery shop them. Do the math folks, after being offered 7-9 bucks for a shop, you have to drive (eat up your gas)to the place, stand in line, sample eat or not as the case may be, whatever you are asked to. Then you have to fill out anal retentive reports that are NOT of your own design. These forms often take an hour or more to fill out. And then you thave to take care of keeping track of your shopss so you get paid your money correctly. By the time this is said and done, rest assured, you are being paid better as a barista, than me.

The forms are a pain. You answer what you are asked and often nothing more. So if you think the mystery shopper is anal retentive... nooooo.... The company you work for is anal retentive. Why? They pick the questions!

These reports are online. you have to make mental notes (ACCURATE ONES) and go straight home to file a report which is like filling out a very, very long on line form. clicking boxes and clicking and scrolling. Like water torture sometimes.

The end result? well, like one person said. Hopefully better service for ALL OF US. And do you think you can spot a mystery shopper? Hah! Don't even try, we come in all shapes and sizes, ages, nationalities, skin colors, etc.

My advice? Just try and do your job correctly, treat everybody as though they were your mother or best friend, and everybody wins!

[Former Brentwood, TN partner]

Dear White Man, When I was working at a store in metro nashville, tennessee I was aware of one of the secret shoppers. I happened to be a customer at my store on my day off and recognized a different white male accompanied by a white female standing next to me at the bar area as I was waiting for my drink. Unbeknownst to them I noticed they were timing there wait. That and a little scratch pad in the female's hand signalled to me DING A secret shopper and his trainee. At the time I signalled to the bar person that there was a secret shopper right behind me. And what do you know, when we received our snapshot. we received a 100 percent and a 4 star for the specific time and date I was there next to them. Funny thing is that I was working at two stores at the time as a supervisor and when I opened the second store in a different metro nash store the first person that came in the doors was the secret shopper white male. Recognizing him right away I remembered his name and said hello. I then stated to my fellow partner Debra that he's a secret shopper... We put our charm on and guess what!!! 100% and 5 star. The secret shopper made note that the register partner rememebered him by name from a prior experience and that we had the door open on time. The dude came in at around 6am...And i make sure to treat everyone with respect and with the same humour and wit I give to everyone that walks in. or almost everyone.

[Audrey]

All I have to say is: it's PAID not PAYED