Code of conduct
How we keep it clean
A mystery shop is only useful if it would hold up when the vendor finds out. These are the rules we follow on every engagement, and the ones we put in writing for clients.
The rules
- We never impersonate a real person or company.The buyer is a role: a plausible job, company size, and problem. It is never a real individual's identity, and never a real company the buyer doesn't work for.
- We never sign an NDA as the buyer.The buyer persona never signs a non-disclosure agreement with a vendor being shopped.
- We never accept confidential material.Anything marked confidential or proprietary is declined or deleted unread. Shops record what a vendor shows any prospect, not what it protects.
- We record calls only with consent.Several US states require every participant to agree before a call is recorded. We treat every call that way. Evidence is otherwise built from notes, emails, screenshots, and quotes.
- We don't take more of a sales team's time than a real buyer would.One buying cycle, at a real buyer's pace. No stacked meetings, no invented urgency, no stringing a rep along after the decision.
- We exit cleanly.The buyer leaves the process the way a buyer who chose another vendor would: a short, polite close.
- We never share findings between vendors.What we learn about a company in someone else's shop is reported only to the client who commissioned it. We never sell one vendor's results to another.
- We don't shop for unlawful purposes.We decline work aimed at obtaining trade secrets, poaching staff, or anything a client couldn't lawfully do as an ordinary prospect.
- We remove identities before anything leaves the client report.Individual reps are not named in licensed data. Names, faces where required, and customer details are removed, and each removal is logged.
Questions about how we work
If you believe we've broken one of these rules, write to us. A person reads it, and we reply within 24 hours.
We are not lawyers. Our engagement terms are reviewed by one, and these rules are the floor, not the ceiling. Common questions, answered plainly.
Ask to see our engagement terms before you sign anything.
We'll send them with the proposal.
Request a shop