The general rule is to just act normally. Whilst we need you to be observant, we would also like you to have a good experience if possible - and of course, not to look suspicious!
WHAT IF I KNOW SOMEONE WHO WORKS THERE?
You are not permitted to carry out visits where you may know any of the team members. If you carry out a visit and see someone you know, please notify us as soon as possible. Please do not inform staff that you are carrying out a visit.
WHAT IF I SEE SOME FRIENDS WHILST ON A VISIT?
Please bear in mind the party size agreed for your visit. Inviting friends over to join you on a mystery visit might invalidate your report.
WHAT IF I AM OFFERED SOMETHING COMPLIMENTARY
That's fine - you are able to accept complimentary items whilst on a visit. However, please bear in mind the alcohol limits as these should not be exceeded.
CAN I MAKE A COMPLAINT WHILE ON THE VISIT?
If you need to raise an issue during the experience, this is fine, provided you do so in a normal and courteous way, and you give the staff every opportunity to put things right. If you want to make a complaint after the visit, please check with us first.
Related Articles
Visit reimbursement
WHY DOES THE REIMBURSEMENT NOT COVER THE COST OF THE VISIT? All reimbursements are decided by the client. Sometimes this will cover the cost of the visit and in other cases is a contribution towards the overall cost. DO YOU REIMBURSE FOR ...
Cancelling and Rescheduling a visit.
CAN I CANCEL OR RESCHEDULE A VISIT? You can change your visit date or cancel your visit if your circumstances change. This should be done via the Mystery Dining app or on the Website. Simply, visit the 'My visits' tab, then 'My Scheduled visits', ...
How much will I be reimbursed for this visit?
When searching for a visit, you will see an information card that shows the Visit Criteria, the available dates, the suggested reimbursement for the visit, the points attached to the visit and if there is an additional fee. The suggested ...
Recording telephone calls
HOW DOES IT WORK? We provide a call recording service. If an assessment requires a call to be recorded, we will provide details of how to do this. You will need to enter the number to call and the visit ID. The person you are calling will not see ...
Booking visits with HGEM
HOW DO I BOOK A VISIT? To book a visit login to your account and navigate to the 'Discover' page. Your home location is set as the default location, but the app works by showing you all the visits that are near to your physical location. So if you're ...