Bellacures Mystery Shop Assignment
Summary and Requirements
Background
Bellacures is a high-end nail salon with locations across Los Angeles and Orange County. They aim to
restore beauty and provide a relaxing experience at the same time.
Summary
You will be covertly evaluating your assigned location for the experience they promise their customers,
including examining cleanliness, quality of service and salon procedures. During your assigned visit, you
will experience the process of a manicure and pedicure, including phone etiquette, reception, aestheticians
and check-out.
This assignment is date sensitive. You must visit on your assigned date.
This shop requires 30-60 minutes of in-store time to complete.
Requires a digital camera with the capacity to take 4-megapixel photos or better. Smartphone
camera pictures are acceptable.
Tips are cash only. You must bring cash to tip the aestheticians.
Compensation: $8 Shop Fee and Up To $50 Merchandise Reimbursement
REMEMBER: ALWAYS REMAIN A MYSTERY. DO NOT BRING ANY MATERIALS WITH YOU INTO
THE STORE (PRINTED OR ELECTRONIC). EMPLOYEES ARE VERY GOOD AT PICKING OUT
MYSTERY SHOPPERS.
Requirements
By accepting this assignment, you are agreeing to complete the following requirements in order to receive
compensation for the assignment.
Before the Visit
1. Read these instructions and review the blank shop form.
2. Note your assigned date. If you need to reschedule, please contact your scheduler or call (866) 8701251.
3. Visit the website (bellacures.com) to select the services you prefer.
a. You must select one full-service manicure (no mini-mani) and one full-service pedicure (no
mini-pedi). A full-service item includes shape and polish. You may select any manicure and
pedicure full-service item (e.g. Manicure, Exfoliating Walnut Mani, Bella Hands Mani, etc.).
However, you will be responsible for any amount over the maximum reimbursement (which is
enough to cover a basic manicure and pedicure). Do NOT add on any additional services or a la
carte items (e.g. nail art, hot towel wrap, extra massage, etc.).
Phone Call
4. Call your assigned location to make an appointment. Your appointment date must match your shop
date scheduled in our system. Please call (866) 870-1251 if you need to reschedule.
5. Record the greeting and the name of the receptionist. If the receptionist does not provide his/her
name, you must ask for it.
6. The receptionist should ask/discuss the following information. Please note what was discussed:
a. If you have been to the location before
b. What services you would like (i.e. type of manicure/pedicure)
c. Directions to the location
d. Your contact information, including email address
7. At some point during your conversation, ask the following questions:
a. What service do you recommend?
b. What is usually the latest available appointment?
c. What type of parking is available?
8. Record the salutation.
Arrival
9. Arrive at least 10 minutes before your scheduled appointment (to find parking). Check-in as close to
your scheduled appointment as possible.
10. Record the greeting, name AND description of the receptionist.
a. If the receptionist does not provide their name, you must ask.
b. Examples of how to ask for a name in conversation:
 Are you Kim, the employee I made the appointment with?
 Are you the manager? What is your name?
 What is your name? (Wait for response) Thanks, (name), I really liked my experience.
11. Record the time elapsed from when you entered until you were seated (excluding polish selection).
12. The receptionist should ask/discuss the following information. Please note what was discussed:
a. Confirm your services
b. Ask if you wanted a special manicure or pedicure service
c. Offer assistance in choosing a color
d. Inform you of their other services and cleanliness policy
e. Offer water, magazine and an extra pillow (once seated)
11. Make general observations about the cleanliness of the salon
Service
13. Record the names AND descriptions of your aestheticians (manicure and pedicure aesthetician).
a. If the aestheticians do not provide their names, you must ask (at the end of the experience).
14. Record the following times:
a. Time elapsed from when you were seated to when the manicurist started.
b. Time elapsed from when you were seated to when the pedicurist started.
c. Time elapsed from start to finish of your manicure service.
d. Time elapsed from start to finish of your pedicure service.
15. Experience your manicure and pedicure. Make observations about the process. The shop form is VERY
process-specific; please make sure to review the questions so you are aware of what you need to
observe (http://www.dynamic-advantage.com/clients/Bellacures/form.pdf).
Check-out
16. Record name AND description of check-out employee.
17. Note whether the employee asked about your service.
18. Pay for your service. Tip your aestheticians in cash.
19. Obtain an ITEMIZED (register, not credit card) receipt.
20. Record the salutation.
21. Visit the restroom to observe overall cleanliness.
Photos
22. As soon as you exit the salon, take a candid (but clear) photo of the store exterior. Make sure to
include the entire store, including signage, in the camera frame.
23. As soon as possible after your visit (out of sight from any Bellacures employees), take two clear digital
photos:
a. One hand showing all nails
b. One foot showing all nails
After the Visit
24. Submit your visit survey online within 24 hours of your visit.
21. Upload your receipt (scan or clear picture) AND photos to the survey.
General Information
Employee Description – Make sure to record the name (if possible), sex, age, height, weight, hair
color/style and glasses/no glasses. Example: John – Male, 25, 5’11”, 190 lbs, short brown hair, no glasses