FAQs

I’m not Deaf or disabled, can I be a Mystery Shopper? 

No, sorry. Our Mystery Shopping Project is solely for Deaf and disabled gig and festival goers. If you are not Deaf or disabled, but notice good/bad practice in a venue or festival, or witness something relevant, then please do e-mail us with details, it is always useful to receive feedback of this kind.

Can I do a Mystery Shop abroad? 

No, sorry. Our project covers the UK only.

I’m a sports fan, can I Mystery Shop a sports match or event? 

No, sorry. The project is specifically concerned with music.

Do I only have to look at the access as far as my own impairment is concerned? 

No. Ideally we would like Mystery Shoppers to be as objective as possible. In terms of anecdotal evidence, your own experience will obviously be primary, but in terms of access, facilities and barriers, we would like you to look for a broad range if possible, when answering all questions on the form. We understand that in some cases this will not be feasible (with the yes/no section of the form, it is important to use the ‘don’t know’ box rather than the ‘no’ box if you are unsure if a venue has certain facilities).

I need to complete the form over the phone, what should I do? 

Just give us a call to arrange this: 0207 383 7979. We will agree a time to call you back, probably later the same day, to complete the form.

A gig I want to attend is going to work out as more expensive than the maximum expenses of £70, can I still go?

Contact us to discuss this. We may be able to increase the allowance, for example if the venue always has high prices, or if the event is a 3 day festival. If we cannot increase the allowance, you may of course claim up to the limit and cover the extra expense yourself.

I am going to an outdoor gig; shall I use the festival form instead of the venue form? 

Yes, if the questions are more relevant. Similarly, if you attend a festival that is based in a venue, or in various venues, you may choose to use the venue form, or to fill in a few venue forms for different venues used in a festival. If in doubt, get in touch to discuss this with us.

How do I claim for travel expenses if I have driven? 

Reasonable claims will be reimbursed, based on the actual cost of petrol used. We have set this amount as 20 pence per mile. If you don’t feel that this will cover your costs then please contact us to discuss. Please include a (scanned or digitally photographed) petrol receipt with your invoice, and indicate the distance travelled.

Should I take photos?

In order to sign off a festival or venue on the Charter of Best Practice, we need a range of evidence including a set of clear photographs.  Photos are also really useful for venues and festivals that we are not yet working with.  As a mystery shopper, you can help us out by talking digital photos of access facilities at the gig or festival you attend, and sending them to us in an email. If you are not able to that is fine, but they do really help in giving us a better understanding of your feedback form.

Please be guided by the following list if you are able to collect any photographic evidence.  Be discrete and only take photos that are possible as a customer – please do not engage staff in order to take a photo in a certain location, as this may give you away as a mystery shopper.

Download our guide to taking photos when mystery shopping