CX Express FAQs
What is CX Express?
Market Force Information provides expertise in market research, segmentation and targeting, information management, and customer experience programs that have served Fortune 1000 businesses in every consumer-facing industry. We know that small companies can benefit from our services without the necessity for the entire scope of services or the associated costs, contracts, or minimum commitments. That's where CX Express comes in.
We use the knowledge we've gained from developing and running programs for some of the world's largest businesses to provide these services to you. We've combined that with a simple signup procedure, no necessary obligations, and no minimum number of shops or budgets so that you can benefit from these important resources.
We're not asking you to take our word for it. Try us out – you can start with just one mystery shop and see what you think. What other service, costing so little, offers such a high return on investment?
CX Express FAQs
Do I have to create an account?
Yes, you must create an account to purchase CX Express Mystery Shopping.
What payment options are available?
We accept debit cards and major credit cards: Visa, MasterCard, American Express, Discover, and Diners Club.
Where are the Mystery Shops available?
Currently, CX Express Mystery Shopping is available for US locations only. There will be a surcharge of $25 for shops in Alaska, Hawaii and Puerto Rico. We are not able to offer Nevada shops as we must use an outside vendor for that state due to their Private Investigator laws.
When will I be charged for a subscription?
Your credit card will be billed per each shop based on the duration and frequency of subscription that you select based on the date that you made the purchase. Your order confirmation emails have links to your subscription details where you can see when you are scheduled to be charged. You can also access this portal through the store by clicking the “SUBSCRIPTION” button in your Account Details. Your payment details will be stored securely and you'll be charged for each purchase, unless you choose to pay in advance to take advantage of special offers and discounts.
What do I do if I want to cancel my recurring order?
If you want to cancel your subscription, you can do it at any time. Your order confirmation emails have links to your subscription details where you can see when you are scheduled to be charged. You can also access this portal through the store by clicking the “SUBSCRIPTION” button in your Account Details. You can manage your subscription from there. In order to not automatically renew and be charged for the next period, you need to cancel before the day you are scheduled to be charged for the next payment.
What if I have a problem or require assistance?
If you have a problem or require assistance, you can email firstname.lastname@example.org for help.
When will I receive my reports?
The time periods for receiving results are slightly different for a pay-per-shop and an annual pre-paid shop.
If you select a pay-per-shop subscription, your shop time period will take place between the day you made the purchase and the day before your subscription is set to renew, based on the frequency you selected (monthly or every 2 weeks). For example, if you purchased a monthly shop on October 9th, you can expect your location(s) to be shopped and receive results in the time period of October 9th - November 8th.
If you select an annual pre-paid subscription, your shop time period for a monthly shop will take place between the first day and last day of the month following the month that you purchased the subscription. For example, if you purchased a pre-paid plan with monthly shops on October 9th, you can expect your location(s) to be shopped and receive results in the time period of November 1st - November 30, and so on for each of the pre-paid shop time periods.
There are factors that cause the variation of completion within the time period, such as receiving the approved filled out forms from your welcome package in a timely manner. We also need to determine the best shoppers, verify their availability, and educate them about the shop requirements. Your specific geographical location(s) will also affect this – those in outlying/rural may take longer.
Is any summary reporting provided?
Yes, at the end of an assignment final reporting with a summary of each shop is provided to enable your team with the tools to act on and improve upon.
Can the reports be sent to more than one person?
Yes. Reports can be sent to up to three people in your organization via email. An Excel template will be provided on signup to fill out the names and email addresses that will be granted access to the results.
What type of QA is performed before the reports are sent?
Our strict QA procedure includes an integrity-validation checklist. Geo-coding on reports, requiring receipts to be provided purchases are made.
Who performs the mystery shop evaluations?
We have more than 400,000 unique shoppers in North America, and we collect a lot of demographic data about them. We assign them based on their previous work for us, geographic proximity to each location, and the overall profile of your typical customers.
How are the shoppers trained on the conditions of my program?
We take great pride in ensuring that each of our mystery shoppers has a complete understanding of the industry and expectations of the customer journey. Before beginning a mystery shopping assignment, our mystery shoppers are given a detailed brief which outlines their mission, scenario, and expectations of the mystery shop.
Can I customize the questionnaire?
Not at this time. Our questionnaires are designed with our industry experience in mind, ensuring that they are efficient and provide high-quality data.
How do I specify the locations I need to be shopped?
In your welcome email you will receive an Excel document to specify the location details for the shop types that you purchased. If you are getting shopped via phone or website, simply enter your phone number or website URL instead.
How often can my locations be shopped?
At checkout, you'll provide the frequency information for your shop type, and you'll have two options to pick from: one shop monthly, or one shop every two weeks. A location can have more than one shop type that each counts as one mystery shop.