Dear Mystery Shopper, Mystery Shop Casino How to Successfully Complete Your Assignment! Thank you very much for providing your mystery shopping services to Premier Service. This guide will show you how to complete this assignment successfully in five simple steps! You must read this document in its entirety before completing your assignment. If you have any questions or cannot complete your assignment on-time, please email the scheduler who gave you the assignment. Our schedulers are always happy to help you! Step 1: Assignment Directives In this section, you will find a quick overview of the most important elements of this assignment. If you follow the highlighted steps, you will be able to complete the assignment successfully. Step 2: Assignment Overview In this section, you will find important information connected to your assignment. Step 3: Preparing for your Assignment In this section, you will find all the steps you need to prepare for your assignment. Step 4: Visiting the Location In this section you will find essential information that will allow you to complete your visit successfully. Step 5: Submitting your Assignment In this section you will find instructions for submitting your assignment. Instructions: Paragon Gaming Mystery Shopping Survey Table 2012-12-06 Page 1 of 5
Step 1 - Assignment Directives You must read the survey form in its entirety before you begin the assignment. There are many guidelines in the survey questions, and reading the survey will help you understand the questions you need to answer. Please note that not all the questions will apply after you complete your survey. Some questions may disappear depending on your answers to previous questions. You must be of legal gambling age. You must complete your visit after 2:00 PM, Tuesday through Saturday. There is no reimbursement if you decide to partake in any gambling, however you do not need to gamble in order to complete this assignment. If you pay for parking, please obtain a receipt and upload it as an attachment with your survey. We will reimburse you. You must provide a description of yourself in the survey. The reason for this is so that the surveillance can locate shoppers on video. You must report on a minimum of 13 interactions. You will complete 13 different surveys, evaluating 13 different employees. To report on these interactions, you may either interact with the employees, or you may report on interactions that you observe between employees and other customers. You MUST evaluate 13 unique employees during your visit. Please download and print the "Printable Employee Interaction Worksheet" and take it with you. You will find the link to download with your survey instructions. The sheet worksheet is designed to help you remember your interactions and observation. You must get the names of the employees for each interaction you evaluate. If you cannot do this naturally during the interaction (either by reading the nametag, or because the employee gave you the name, etc.) then at the END of your visit, you should find the employees for which the names are missing and ask for their names. It's at the end of the visit, so it's okay to ask at that time. You must submit all your surveys before 6PM the day after your visit. Step 2 - Assignment Overview Goal Date and Time Attachments During your visit, you will need to interact with or observe 13 unique employees. The goal is to see whether each of the employees you evaluate adheres to the Paragon Gaming service standards. You must complete your visit after 2:00 PM, Tuesday through Saturday, within the date range assigned to you. If you pay for parking, please obtain a receipt and upload it as an attachment with your survey. Instructions: Paragon Gaming Mystery Shopping Survey Table 2012-12-06 Page 2 of 5
Equipment Required Rotation You can upload your receipt with your survey in one of two ways: You can scan it, or you can take a digital photo of it. As long as the image is legible, we will accept it. Please ensure that the upload is NOT in PDF format; we cannot accept that format. You may not complete any other assignments evaluating the same location for three (3) months. Step 3 - Preparing for your Assignment Thoroughly preparing for the assignment is extremely important and can make a huge difference in your success as a mystery shopper. Follow the three steps below; to ensure that you have all the information you need to complete your assignment successfully. Step 1: Read the Survey Form There are many guidelines in the survey itself, and reading the survey will help you understand the questions you need to answer. If you do not read it, you may miss part of the assignment, or how to answer a certain question. Therefore, it is crucial that you read it. As you are reading the survey form, please pay special attention to the definition of the four ways to measure each interaction. Step 2: Read and Print the "Printable Employee Interaction Worksheet" You must print the Employee Interaction Worksheet and read bring it with you when you are completing your visit. Do not take it out on the casino floor. Rather, between interactions that you are evaluating, go to the washroom and take notes so that you do not forget. This will save you a lot of time later when you need to enter your results online. Step 4 - Visiting the Location The points below summarize some important things to remember. However, in order to get a clear picture of all the requirements, please read the survey form carefully and remember that you need to be able to answer every question in the form. Evaluation techniques You may NOT evaluate the same employee twice Interactions can be very short, and may be as short as 30 seconds. If you are evaluating an observed interaction rather than one you had yourself, you must evaluate an interaction from start to finish. You cannot evaluate an interaction mid-way. You will need to be in the casino for approximately 2.5 hours in order to capture all of the required interactions. If you have a Smartphone, you can make notes about your interactions between interactions, directly on the casino floor. You will just appear as though you are texting. If you do not have a Smartphone, you should make notes in the washroom, in between interactions. Instructions: Paragon Gaming Mystery Shopping Survey Table 2012-12-06 Page 3 of 5
During the Evaluation You are required to observe or interact with the employee you are evaluating. You do not have to play any of the games you may simply observe other interactions. You may simply sit at a slot/stand near a game or employee and observe them interacting with someone else. For each interaction you have or observe, we need to know where you were in the casino. To situate yourself, please note the number of the nearest slot machine to the interaction, along with the description of the location. The slot machine number is six digits long and is in very large writing. It is hard to miss! When you take note of it, you can either note it on your Smartphone, or go to the washroom, out of sight, and write it down. If you have a Smartphone, you can make notes about your interactions between interactions, directly on the casino floor. You will just appear as though you are texting. If you do not have a Smartphone, you should make notes in the washroom, in between interactions. Where to find the slot machine numbers: You must get the names of the employees for each interaction you evaluate. If you cannot do this naturally during the interaction (either by reading the nametag, or because the employee gave you the name, etc.) then at the END of your visit, you should find the employees for which the names are missing and ask for their names. It's at the end of the visit, so it's okay to ask at that time. Here are some things to keep in mind during the evaluation: Have the Employee Interaction Worksheet handy but hidden from view. Keep track of the type of employee (i.e. security, slots, etc.) and ensure that you are completing the minimum requirements. Ensure that you are paying attention to the information connected to each type of employee. Refer to the Employee Interaction Worksheet if you need interaction ideas. Try to obtain the employee's name. How can you ensure to get the all your slot interactions? You should start your visit with the slot department before the other areas. If you do not collect all five slot shops at the beginning of your visit, you can try again before you leave. It could be because the associates are on breaks. By the time you go back, at the end of your visit, the breaks should be over. After the Evaluation After each evaluation you should slip into the washroom to complete the Employee Interaction Worksheet for each employee unless you have gathered it all on your Smartphone. Instructions: Paragon Gaming Mystery Shopping Survey Table 2012-12-06 Page 4 of 5
If you did not get the names either through introduction or a nametag, you must find the employee after you are done ALL interactions and ask their name. Notes MUST be taken in private out of view of anyone! Step 5 - Submitting your Assignment Please submit your survey by 6:00PM on the day following your visit! If you have any problems submitting your survey click on this link for guidance. If you still need help, contact the scheduler who gave you the assignment. Keep yourself available for up to 72 hours after you submit your survey. A validator may need to contact you for additional information about your shop. Congratulations You re done! Thank you very much for taking the time to read these instructions. You are now ready to complete this assignment! We hope this guide was useful to you. If you have any comments or suggestions on how to make it even better, please let us know. Thank you again for your hard work and effort in performing these assignments. The Premier Service Team Instructions: Paragon Gaming Mystery Shopping Survey Table 2012-12-06 Page 5 of 5