A day in the life of a mystery shopping scheduler, shares Robin Upchurch’s personal experience on how mystery shoppers are  assigned shops, supported and appreciated.

Thank you, Robin for sharing!

Behind the Scenes with Robin: A Day in the Life of a Mystery Shopping Scheduler

by Robin Upchurch

When people think of mystery shopping, they often picture the shopper—the person visiting stores, evaluating service, and submitting reports. But behind every successful shop is someone like me: a scheduler, orchestrating the moving parts to make it all happen.

Yes, I actually did start in the customer experience research industry as a mystery shopper. That firsthand experience gave me a deep appreciation for the work shoppers do and the challenges they face. Over time, I found myself drawn to the organizational side of things—connecting people, solving logistical puzzles, and ensuring projects ran smoothly. That’s what led me to my role as a scheduler, and essentially here with Confero.

No two days are ever the same. A typical day starts with coffee in hand no doubt, reviewing open shops and overdue assignments. I reach out to shoppers—sometimes with a quick text, email, or other times with a phone call—to check in, offer support, or reassign a shop if needed. Throughout the month, I’m juggling multiple projects, each with its own timeline, client expectations, and geographic focus.

It’s part strategy, part intuition. I maintain a mental map of who’s reliable, who prefers certain locations, and who’s available on short notice. Using our internal tools I will search by location and experience, but I also rely heavily on personal connections. I might remember that a shopper in rural Texas is willing to drive an extra 30 miles if I give her a heads-up early enough.

Once a shopper accepts a shop, I follow up with clear instructions, deadlines, and any special notes from the client. I make sure they understand the expectations and feel supported. If it’s a complex shop, I’ll check in again before the visit to answer questions or clarify details.

Before feedback goes to the client, the report goes through a quality control process. An amazing editing team reviews it for accuracy, completeness, and consistency. If something’s missing or unclear, they and I both reach out to the shopper for clarification. Only when everything aligns with the client’s criteria do we submit the final report.

Hands down, it’s the relationships. I love being a point of support for shoppers—especially when they’re new or nervous. Helping someone succeed, watching them grow in confidence, and knowing I played a small part in that? That’s incredibly fulfilling. Scheduling has not only allowed me to grow professionally, but it’s also given me the flexibility to work from home and be present with my family—something I deeply value.

The unpredictability. Shops fall through. Shoppers cancel. Clients change requirements midstream. It’s a constant balancing act, and it requires flexibility, quick thinking, and a lot of patience. All of this happens regularly in any day in the life of a mystery shopping scheduler.

Confero gives me the autonomy to work in a way that fits my strengths. I feel trusted, supported, and part of a team that genuinely cares about improving customer experiences. It feels so nice to be appreciated in a role I love so much. Plus, I get to make a difference in my own region—helping businesses in my community grow and improve.

This job is more than just filling slots on a spreadsheet. It’s about people. It’s about communication, empathy, and adaptability. Schedulers are the glue that holds the mystery shopping process together—and we do it all behind the scenes, often after hours, with a smile. I often say, “I’m in the trenches with the shoppers.” And I love every moment of it.

Want to learn more about mystery shopping? Learn about tips to write good quality mystery shopping reports in this post – Mystery Shopping Report Tips.

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