Frequently Asked Questions

We've designed each survey to promote high submission rates but this will still happen. Usually the information they do submit is still valuable so you'll receive all surveys that a customer begins whether fully-completed or not. That's one reason we created an all-inclusive unlimited-surveys pricing model.

CustomerOptix has more than one million independent shoppers who have signed up in our panel throughout North America and we have extensive demographic information about each of them. We assign them based on the quality of their past work for us geographical proximity to each location and the general profile of your typical customers.

Credit cards will be billed five days before the first of the month for all recurring orders.

Your credit card is processed at the time you place your order. For monthly orders it will be charged 5 days before the 1st of the new month and that charge covers the new month. For example if you place an order on January 10 that covers the remainder of January and you will be charged again on January 26th for the February calendar period.

Before it is sent to you every report is read word-for-word and score-for-score by one of our specially-trained employee QA specialists. They make sure that the shoppers have followed your requirements complied with our quality & performance standards and performed great work. They also provide the shopper with detailed feedback and grade them on each report so that they know how they've done. Shoppers must maintain a minimum grade average to continue to receive future shop offers and the higher-graded shoppers receive more shop offers.

We accept all major credit cards.

First please read through these FAQs to see if your questions are addressed here. Live assistance is offered via chat M-F 9am-5pm eastern at www.customeroptix.com. You can also email help@customeroptix.com.

This feature is coming soon. You'll be able to view and download individual surveys as well as summary/roll-up reports that allow you to compare trends over time locations questions etc.

It could be as quick as just 48-72 hours from when you place your order. Usually it’s within two weeks of placing an order because we need to source the best shoppers verify their availability and educate them on your specific requirements. Your specific geographical location(s) will also affect this – those in outlying/rural area may take longer. Even though we have more than 1 million evaluators in our proprietary panel the panel mirrors where the population is but rest assured we can cover any geographical location.

As often as you like! You will enter the frequency details for your locations at checkout and will have options to choose from including weekly monthly and quarterly. All orders can be set up as one-time or recurring.

It’s easy – as you enter the name or address of your location(s) and the system suggests locations to select from. When you see yours just click on it. If you are setting up a survey program for a phone-based or website-based experience simply enter the phone number or website URL instead.

We're obsessive about quality. Though our system has many automated checks in it every report is reviewed by an actual human. Our robust QA process includes a 28-point integrity-validation checklist. Included in this is geo-coding on reports requiring receipts to be submitted when purchases are made and more.

Quickly after you place your order you will receive a confirmation email along with two codes for the survey invitations: a web URL link and a QR Code. You can then invite your customers to take the survey in a number of ways:

• Program your POS system to print them on receipts/emails

• Print them on signage to place in your location(s)

• Send them to your customer list via email or SMS

Simply login to your account and there will be a button next to your order(s) that allows you to do this.

To cancel your order please email help@customeroptix.com stating that you wish to cancel along with your name your company name and the email addressed that you registered for your account. If you cancel prior to 5 days before the start of a new month you will not be charged for the new month. If you cancel within 5 days of a new month or within that new month then we will fulfill your survey program for that new month and you will still be charged for it. For example if you cancel on January 20 you will not be charged for February; if you cancel on January 28 you will still have a survey program running in February and will be charged for that. There are no refunds outside of this policy.

Shoppers are provided with a combination of videos written documents and online instruction on your requirements.

No way! We offer recurring monthly and annual subscriptions. When you order an annual subscription you receive a 25% discount off the monthly price! If you are on a monthly plan your survey program continues until you may want to stop and you are charged month-to-month.  And if you need a totally custom program we can do that for an additional fee and a 6-month commitment.

Absolutely not. As long as you have set up an account you can access your order history including all locations previously shopped.

No but if you do you’ll save time if you need to update your information and re-order more easily. Soon you'll also be able to see trending reports in real-time. If you place a one-time order you can check out as a guest without creating an account.

You can add up to five questions of your choice to the form at no additional fee. From our 25+ years of experience we know that with customer surveys it’s important to keep them short in order to increase submissions and get accurate feedback.

Yes. Reports can be sent to multiple people via email and you simply enter that information when you place your initial order.

For CustomerOptx, your shopper score is calculated based on several factors, such as following guidelines, grammatical errors, and the detail and specificity of your comments. It also takes into account if and how often the editor needed to reach out to you for more information, and how quickly those issues were resolved. This score is simply a guideline to help you learn and does not immediately impact your ability to pick up shops on CustomerOptix.

Currently, your CustomerOptix Offer Board will only show shops available within the shopper radius of the address listed in your Shopper Profile. The shopper radius cannot be adjusted.

After making any changes or updates to your Intellishop Shopper Profile , please allow up to 12 hours for the information to sync with your CustomerOptix account.

You will have to wait 30 days from the date the payment was originally sent to PayPal. To prevent payment fraud, PayPal will not return those funds to us any sooner. Our policy is that if you change your e-mail address, we do not pay those funds until the funds are returned to our account by PayPal in 30 days. If we have made an error that causes you to not be able to claim your funds, we will re-send the funds immediately.

PayPal returns payments when your Pay Pal account is not setup properly, there is a problem with your account, or when the payment is left unclaimed for 30 days. If your payment is returned to us, and you are still eligible to receive that payment, we will immediately re-send the payment to PayPal when the funds are returned to our account (30 days after we sent the original payment).

This usually means your account has not been activated with Paypal, or you have used an incorrect login, password, etc. Contact Paypal at 888-221-1161. Please note that you must claim your payment within 30 days of payment notification or payment will be returned and need to be re-issued.

Please contact Paypal at 888-221-1161 to see whether they received your payment. If you still have questions after speaking with them, email us at payments@intelli-shop.com, with the details (shop location name and date completed, payment amount expected)

Check the My Payments screen in your CustomerOptix Shopper Dashboard to view your pending and paid shops.

For CustomerOptix, if your shop is finalized by the 15th of the month, it will typically pay out on the 20th of the same month. Shops finalized after the 15th typically pay out on the 20th of the next month. Please keep in mind that it takes Paypal up to 5 business days to process payments once they have been transferred. We ONLY pay via Paypal; no checks are ever issued. The payments will show as payments from Intellishop.

In your CustomerOptix Shopper Dashboard, click on Shops in Progress. Find the shop you need to cancel and open the shop under Shop Details and click Cancel This Shop. Cancelling a shop prior to the due date does not negatively impact your shopper status.

To keep with CustomerOptix’ s automated, on-demand model, and ensure shops are completed within a timely manner, all shops should be completed within the specified timeframe and submitted on or before the due date. If you are unable to complete the shop by the due date, please cancel the assignment by opening the shop under Shop Details and clicking Cancel This Shop.

All submitted photographs must be authentic, original images taken by the participant at the date and time the shop occurs. The following are not permitted and will not be accepted: photos sourced from web searches or any online platform, AI-generated images, photos that have been altered or manipulated using AI tools, except for limited edits made solely to obscure or remove personally identifiable information (PII), such as account numbers, faces, license plates, or sensitive documents. Reports containing prohibited images will be excluded from the program. Participants who submit such content may also be subject to disqualification and/or permanent account deactivation.

The information in the shop report auto-saves as you enter it, so if you close and reopen the report, your saved information should still be there. If you are experiencing issues with information not saving, this is typically due to a weak or unstable internet connection. Please make sure you have a strong internet connection, especially when uploading photos in the shop report.

The instructions for making a recorded call can be found in your shop guidelines. Locate your shop in your Shops in Progress Open the evaluation under Edit Answers. In the telephone section of the report, you will see a gray box with a phone number to dial. When prompted, you will enter the 6-digit code. This will connect you to your shop location. The call will be recorded in your report.

All uploads in the report must be image files, such as .jpg or .png. Document files such as .pdf and .doc are not supported by the uploader. If you have document files, please screenshot them and upload the image file.

All required photos, receipts, and paperwork must be uploaded via the photo uploader located in the report. All uploads must be image files, such as .jpg or .png. Document files such as .pdf and .docx are not allowed. Please screenshot documents to upload as image files.

If a job is not showing on the Offer Board, it has most likely been picked up by another shopper and is no longer available. New shops are added daily so be sure to check back often for new opportunities.

Your CustomerOptix Offer Board will show you available shops within your shopper radius, typically 30 miles. If you are not seeing any shops, there may not be any currently available.

Log into your CustomerOptix Shopper Dashboard with your Intellishop login credentials and click on Offer Board.

CustomerOptix is a mystery shopping on-demand platform that is owned and operated by IntelliShop that focuses on small and mid-sized multi-location businesses. The account that you are using on CustomerOptix is the exact same account that you created and use with Intellishop. Any change to your account must be done through the IntelliShop Shopper Portal since that is where your profile data is stored. If you make any changes to your Intellishop shopper profile, please allow up to 12 hours for the information to sync with your CustomerOptix account.