What is a Mystery Shopper?
A Mystery Shopper is an “undercover” customer who visits an Family & Morale, Welfare, and Recreation (FMWR) activity and can objectively evaluate the customer service, product, facility and overall experience in order to enhance the quality of programs FMWR provides. Remaining anonymous is the key to the success of this program.

A Mystery Shopper is someone who has an interest in helping FMWR provide the best possible customer service to the people it serves. This person can provide a valuable service to FMWR by using his or her organizational, communication and writing skills and paying attention to detail. A Mystery Shopper must be reliable, honest, timely and accurate.

Who is a Mystery Shopper?
A Mystery Shopper is any ID card-carrying individual who is 18 years or older: Family Members, Retirees, Active Duty, DOD Employees, or Contractors. A Mystery Shopper will not have any relatives or members of their household employed within the F&MWR organization.

How do I become a Mystery Shopper?
A Mystery Shopper can register with the program by filling out the on-line form here or by calling 442-0378 for more information. Once the your information has been received, you will meet with Jennifer Palalay to further discuss the program.

What is a “Shop”?
A “shop” is when a Mystery Shopper anonymously visits or telephones an FMWR activity in order to evaluate its performance. A shop must be completed within a week of being assigned.

When shops become available, everyone registered will receive an email stating the information for the shop. Shops are available on a first-come, first-serve basis. The first person to respond to the Mystery Shopper Program will get the shop, up to two shops per year. Once you have accepted the shop, you will schedule an in-brief with the program manager.

What is an Evaluation?
An evaluation is the gathering of information from a shop to assess the service provided at an FMWR activity. A Mystery Shopper may be asked to order a certain food or beverage at a restaurant, bowl a certain amount of games at the bowling center or participate in a class at a fitness center, for example. Since each activity offers different services, each evaluation may seek different information. It’s up to the Mystery Shopper to remember dates, times, names and to be as descriptive as possible. An evaluation form will be provided to the Mystery Shopper once a shop has been accepted. An evaluation must be submitted within a week of the shop. When the evaluation is completely filled out, an out-brief will be scheduled with the program manager.

What FMWR Activities can be evaluated by a Secret Shopper?
Any FMWR activity can be evaluated. Not every activity provides the same type of service therefore evaluations will be different and can be customized for each location.

What will be evaluated at each FMWR Activity by a Mystery Shopper?
Staff Knowledge, Staff Appearance, Staff Interaction, Facility Appearance, Timeliness of Service, Product Quality, Product Price, and Product Variety will be evaluated by a Mystery Shopper.

How will I be reimbursed?
Depending on the shop, a Mystery Shopper will be given a $20 advance to cover any expenses he or she may incur during the shop. At the out-brief, you must turn in any remaining monies and ALL receipts. Once a properly completed evaluation and receipts (if applicable) have been turned in, a Mystery Shopper will be awarded a $20 FMWR gift certificate to use at any of its activities.