Orientation

What is orientation? You will have noticed a new option on your main menu entitled orientation. Orientation is a new initiative we have introduced to help you understand your role as an eXperience Evaluator (XE). Whilst it is targeted towards new XEs, we think everyone can benefit from the general training trips. We guarantee it's also a whole lot of fun! Our orientation program is the key in your progression from mystery shopper to eXperience Evaluator. Orientation is an interactive experience simulator. It simulates the process of conducting a real assignment. You'll run through a virtual evaluation, play observation games, and complete short quizzes. You'll even receive an immediate score once you've finished. It's great fun! Completing orientation is the first step towards becoming an eXperience Evaluator. It's voluntary at this point in time, but as we convert our database into XE's it will become a standard requirement.

We have developed a list of Frequently Asked Questions for the orientation program.

Orientation - Frequently Asked Questions

Q: What is orientation?
A: GAPbuster is expanding a global web-based approach to XE training. We are enhancing paper-based instructions with a more effective online system to communicate the nature of your evaluations.

Orientation is a learning tool to familiarise you with the client standards and enhance your knowledge and understanding. Because it is visual and experiential -that is, it is like 'being there' - you will not only get confirmation about what to look for, you will find it easier to remember everything you need to do once you are at the real location.

We think you'll find it fun as well.

Q: Why is orientation necessary?
A: Our XE numbers are growing rapidly worldwide. We need to assure ourselves and our clients we are providing all the assistance and support necessary for XEs to carry out their assignments successfully. Understandably, the biggest concern our clients have is how we can effectively manage such a large and dispersed number of people to deliver a quality result. The ability and integrity of our XE field force will be enhanced by the introduction of orientation.

Q: Is orientation compulsory?
A: No. Not at this stage. During the launch you do not have to complete orientation. However, as we move forwards and convert our database into XE's, it will become a compulsory program.

Q: How will it help me?
A: We believe you will find it worthwhile to run through of an actual 'customer experience' before you visit a real site. It is a great opportunity, even for experienced XEs. Check that you fully understand what observations need to be made, and the standards of service that apply for particular clients. It also provides practice in timing and memorizing information, as accuracy in recording your experience is critical.

GAPbuster is committed to a worldwide 'community' of XEs who feel proud of their role in improving the standards of customer service for some of the most well-known brands in the world. The quality of your work is the basis upon which the success of our client programs rests - and we want to continuously provide you with opportunities to sharpen your skills.

Q: How do I access orientation.
A: Log in and then select orientation from the main menu. Then simply select the relevant module that you'd like to complete. It's that easy!!

Q: How will I know what to do?
A: You will find the module self-explanatory. Once you have answered the questions on a screen, you simply click on the 'Continue' button and the next screen will appear. You may see a screen that has 'Scroll Left' and 'Scroll Right' buttons. Simply hold your mouse (no need to click) over these buttons and the image/screen will move either left or right. This will expose an entire view of the current screen. This movement gives the impression of 'being in the outlet'. Be sure to move completely to the left or to the right to ensure you can observe everything and answer the questions accurately.

Some screens have timing components with 'Start Timing' and 'Stop Timing' buttons. The time is calculated by the program itself. You just need to record the time in the space provided. This reinforces the importance of the timing aspects of client programs.

Q: Do I still need to read my XE Form?
A: Absolutely!! The training module may not cover every detail of the evaluation. Always read the scenario instructions, and follow these exactly. Always thoroughly read your forms and note all the elements you are required to observe and experience. Ensure you are clear about the definition of the service standard relating to each question.

orientation is not a substitute for the evaluation form.