Mystery Shopping lets you fight back against bad service - and make money

Channel Four’s Mary Portas isn’t the only one to appreciate the value of mystery shopping.

There is an undercover army of ordinary people hard at work, reporting on bad customer service - and making money as well.

Leading Mystery Shopping Companies like Retail Active send out thousands of secret shoppers every year into leading High Street stores to make sure retailers are on their toes

And some of their agents even make a living out of it.

When 25 year old Jay Cox gets home after a day’s shopping – he counts up how much he’s earned.

Jay, from Exeter in Devon, is a full-time Mystery Shopper, carrying out undercover assignments all over the country, to assess standards of customer service.

He can appear unannounced in businesses ranging from High street retailers to posh South Coast Marinas - with a brief to buy a mooring for a luxury yacht.

There’s a James Bond touch too. He often carries a concealed digital camera with a pin-head sized lens hidden in his lapel or under his cap.

Jay, who left school with just a handful of c and d grade GCSEs, says Mystery Shopping can bring in up to £25,000 year.

He started part time six years ago – and went “professional” two years ago.

He says; “Employment prospects in Exeter are not good if you don’t have any qualifications – so Mystery Shopping is an ideal career choice.

“I enjoy being my own boss, I like working with people and I have a flair for technology.


“You have to be very organised and make careful plans to maximise the number of visits and minimise travelling expenses.

“When I work in London, I leave home at 4am to start work at 9,

“I can get in between four and seven visits per day.

“I pose as a customer and make detailed notes about the quality of the customer service. The biggest thing I’ve bought is a house.

“As well as getting paid, you get to keep some of the smaller items – but obviously I had to give the house back!!”

Jay, undertakes regular assignments for Britain’s market-leading Mystery Shopping company, Retail Active.

Retail Active’s managing director, Julian Chamberlain said: “Mystery Shopping is an ideal way to earn extra cash and enjoy shopping at the same time.

“It is perfect for people looking for a second income or for students seeking to make some much-need cash.

“We employ thousands of Mystery Shoppers. Few of them want to make a living like Jay – but his case does show that if you have drive and imagination- there is no reason why it shouldn’t be a full-time job.

“Mystery Shopping fulfils a vital role in retailing – by helping companies to constantly assess the quality of their customer service and to keep ahead of their competitors.

“All we ask is for our shoppers to be conscientious, articulate and able to recognise great service.

“You can experience top brands, restaurants, hotels and holidays – and help to make a real difference in keeping businesses on their toes.”


For others, becoming a mystery shopper is an increasingly popular way of topping up your income – and enjoying valuable perks like free holidays, meals at top restaurants and shopping expeditions to leading retailers.

You even get to keep some of the stuff you buy. You pick your own hours and make it fit with your lifestyle.


Linda Smith, 57, from Southampton had to pose as the owner of a luxury yacht and check out the exclusive facilities at swish South Coast Marinas, including their five star restaurants, when she took up Mystery Shopping.

She says: “It is a great way to earn some extra pin money and have some fun as well. I have never owned a boat but I had to read in great detail about the type of power boat I was supposed to have and be believable as someone who knew all about tides – so I could ask all the right questions. Then they asked me to visit all of their other Marinas, where they gave me the red carpet treatment every time.

Linda, who is a business studies teacher, says her experience as a mystery shopper is not only a profitable and enjoyable part time job – it gives her some good lessons to pass on the students.

“I’ve also had to check out the National Health Service by phoning hospitals and testing the quality of service delivered to patients. You always get a full briefing from Retail Active Mystery Shopping on the background to the job and the questions you need to ask.”

Fifty five year-old Sue Reed from Maidstone took voluntary redundancy from her job as a librarian two years ago and the money she earned from Mystery Shopping really helped to maintain her lifestyle.

Sue was already an experienced Mystery Shopper – covering assignments which included undercover visits to high street retailers, supermarkets, top restaurants and even taking holidays.

Sue said: “I was able to taken on more work for Retail Active Mystery Shopping. It was already a very useful supplement to my income – but after I left my job it gave me the freedom to be my own boss. I can take assignments to fit in with my personal life and it gives me more time to see my grandchildren.

“I get to eat in top restaurants, go on holidays and I’ve even been given gym membership – and I get paid as well.

“You need to be well organised, observant, objective and have a good memory. I have no intention of going back to a full time job now – my part-time job is all I need. It has always been an excellent way to earn extra cash.”

Retail Active’s managing director, Julian Chamberlain said: “Mystery Shopping is an ideal way to earn extra cash and enjoy shopping at the same time.

“Payment depends on the size and nature of the assignment – but we just have just paid some shoppers more than £200 for a single job.

“It is perfect for people looking for a second income or for students seeking to make some much-need cash.