AI Usage Policy for Mystery Shoppers


At Proinsight, we recognise that AI can be a valuable tool to support our Mystery Shoppers. From improving the clarity of your write-ups, to checking spelling and grammar and even helping speed up the writing process, AI has the potential to enhance the way you complete your assignments.

While we’re not in a position to restrict the use of AI for supporting your reports, we do want to provide clear guidance on how to use these tools responsibly and effectively.


It's important to note that whilst certain uses of AI may be acceptable when supporting the writing of your commentary, there is a zero-tolerance approach when it comes to photographs, screenshots, receipts, or any other visual evidence submitted as part of a mystery shop. These must always be genuine and accurately reflect your own customer journey.


Helpful and Acceptable Use of AI:


  • Proofreading and Grammar Checks: AI can be used to check your spelling, grammar, and sentence structure to ensure your report is well-written and professional. This will help ensure your surveys are proofread quickly, and your STARS Grading is giving the best score possible to better the chances of getting the shops of your choice (or, even Platinum Status!).
  • Cross-Checking for Consistency: AI tools can help highlight inconsistencies in your answers, for example, if your commentary mentions a staff member being friendly but the related score doesn't reflect that. This kind of use is encouraged as it helps ensure accuracy. Again, this is something we measure in your STARS Grading.
  • Clarity and Readability: You may use AI to help rephrase your own words to make them clearer, as long as the content reflects your real visit/experience and personal experience.



Unhelpful and Unacceptable Use of AI:


Do not ask AI to write your survey for you. For example, generating a report based on a "typical customer journey for [Client Name]" is not acceptable. Your report must reflect your own experience from your specific visit.


AI must never be used to generate, edit, enhance, manipulate or recreate photographs, screenshots, receipts, invoices, confirmation emails, booking confirmations, or any other visual evidence submitted as part of a mystery shop.


Photographs and screenshots form a vital part of many mystery shopping journeys and are often used by our clients to validate your experience. These images must always be a true representation of your actual customer journey.

This includes, but is not limited to:


  • Generating an image that was not originally taken during your visit.
  • Using AI to add, remove or alter elements within a photograph.
  • Enhancing an image using AI tools to improve quality or clarity.
  • Creating replacement receipts, screenshots, or confirmations.
  • Using AI to recreate a missing image after your visit has taken place.


If AI-generated content is detected in your report, it will be sent back to you for correction, and we will ask you to ensure your survey reflects your personal experience. In some cases, this may result in your work being rejected and, therefore, not paid.


What If I've Forgotten to Take a Required Photograph?

We understand that mistakes happen. We're all human.

If you've forgotten to capture a required image, screenshot, or receipt, please let your Fieldwork Manager know as soon as possible.


Where possible, we may be able to:

  • Arrange a revisit to collect the missing evidence.
  • Investigate whether the image can be exempted from the survey requirements (in limited circumstances).
  • Discuss alternative solutions with the client.

However, there may be occasions where we are unable to use the shop if key evidence is missing.

Being honest and notifying us of the issue as soon as possible will always be viewed more positively than attempting to recreate or replace evidence using AI.


Even where a replacement shop is required, being transparent would typically mean we simply cannot use that particular visit or survey. Attempting to submit AI-generated imagery, however, risks much more serious consequences such as being blaclisted from work with us for future assignments. 


Image Editing Guidance

If you need to remove personal information from an image, such as:

  • Personal details
  • Email addresses
  • Telephone numbers
  • Vehicle registrations
  • Customer or staff faces


you should use the editing tools provided within the survey platform.

Using AI tools to crop, edit, blur or manipulate images is not acceptable.

You can find guidance on using our built-in image editing tools here:

LINK TO ACADEMY ARTICLE ABOUT IMAGE EDITING TOOL

Detection and Consequences

We have systems within our portal that help detect when AI has been used to generate, edit, manipulate, or enhance images.


Where AI usage is identified during our validation process, this will be flagged for review by our Quality Control team.

The use of AI imagery may result in:

  • Your survey being rejected.
  • Non-payment of your fee.
  • Non-payment of any reimbursement associated with the assignment.
  • A reduction in your STARS grading
  • Suspension or permanent removal of your shopper account.


Submitting AI-generated or manipulated visual evidence is considered a serious breach of trust, as it prevents us from delivering authentic customer insight to our clients.



What You Need to Know:



  • Always re-read your report before submitting it to ensure it accurately reflects your experience and is written in your own voice (this is the case with or without the use of AI).
  • We use AI detection tools to help ensure reports and supporting evidence remain original and authentic.
  • Our clients pay for genuine customer perspectives, both factual observations and, when required, your honest opinions.
  • Photographs, screenshots, receipts, and supporting evidence must always reflect your genuine customer journey.
  • If your report lacks a personal tone or contains generic content, it loses its value.
  • Our Quality Control (QC) team specifically looks for unique and personal experiences in your write-up. These are key to the insight we offer to our clients.
  • Ultimately, your role as a Mystery Shopper is to provide real, useful and personalised insights. If AI is used in a way that takes away from this, we may decide not to work with you in the future.
  • If you're ever unsure whether a use of AI is acceptable, please reach out to your Fieldwork Manager before submitting your survey.


We appreciate your commitment to quality and professionalism, and we’re here to support you in delivering the best insights possible, with or without a little AI help.


If you have any questions about this policy or want guidance on using AI appropriately, don’t hesitate to reach out to the team.


Thank you,

The Proinsight Team