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Thank you for your interest in the Secret Shopper Club. Here you will find all of the information to get started.
What is the Secret Shoppers Club?
The Secret Shoppers Club is a network of moviegoers like you who have elected to evaluate our theatres and our customer service while saving money on their favorite recreational activity. This group is limited to approximately 30-50 per theatre location.
How does the program work?
Each participant is asked to select a favorite theatre for the year. Once per quarter (4 times per year), a packet containing a Secret Shopper Access Code, Gift Certificates and movie passes are sent out from Arc Brand Marketing. You will have 2-6 weeks to visit your selected theatre and complete the evaluation form online. You will be asked specifically to attend a movie and visit our concession stand. Each quarter you will receive:
(1) One $10 Gift Certificate- You will use this to purchase concession items.
($40 value annually)
(2) Two Special Guest Passes (These will get you and a friend in to see a movie.)
($60 value annually)
(3) Secret Shopper Access Code (Shop Code)
What are the requirements for participation?
In order to participate, you will commit to one year and pay a fee of $50. This ensures your commitment to the program and you will receive back over $100 in tickets and gift certificates in return over the year. You will be required to select one theatre to evaluate and that will be your assigned theatre for the year.
You must not be related to or associated with in any way to an employee of Stone Theatres or Arc Brand Marketing. This is the number one rule of the program. Any participant that is found to be abusing the program on behalf of an employee will be immediately dismissed from the Secret Shopper Club without a refund and the employee will be subject to termination.
You will be required to visit the theatre of your choice and you may select any film you wish to see. You will also be asked to complete the evaluation at home online in an objective manner. Please do not take copies of the evaluation form into the theatre.
You are required to remain anonymous at the theatre. You should never reveal yourself as a Secret Shopper Club member. Should you do this, your membership will be terminated without refund.
You will be required to make a specific order at the concession stand so that you may evaluate the concession stand practices and up selling techniques. At any point once you have made the order and made the evaluation, you may change your order and acquire what you like. For example: We will ask you to order medium popcorn & a medium soft drink. The employee should ask you if you if you would like to upgrade to a large. At that point, you may decide to get a small or go with a large item. We are simply looking for the employee to attempt an up sell or suggestive sell. We certainly do not want to force you to order items that you would not eat otherwise.
You will be required to evaluate the theatre in a complete manner. Often this will mean that you need to arrive at the theatre just a few minutes earlier than you normally would to see a movie. You will be asked to evaluate the entire experience from box office to post-presentation. Your evaluations are being used as tools for our managers and staff to improve their service and earn points that affect their compensation.
It is important that you use good judgment and objective views during your evaluation. It is also important that you report accurately the experience and give a fair evaluation. Keep in mind that everything cannot be perfect but report items that really stand out to you. Also, at any time we may call you to follow-up on a specific comment you may have made in your evaluation. Occasionally, we will need to clarify or confirm reports. We may also ask you to specifically look for something that we feel is a special concern at that particular theatre location.
How many people in my household can participate?
Only one person per household may participate. We give you two movie tickets each quarter so you can certainly take a spouse or child with you on your visit. It is important though that only one person fill out the form so that it will remain consistent. Certainly feel free to consult with your movie going partner on their experience if needed.
How old do you have to be to participate?
You must be at least 18 years old to participate
What if I do not like this program and wish to quit?
After you have received 2 or more packets, no refund or compensation will be allowed. At that point you would have received over $50 back in tickets and Gift Certificates.
What if I select a theatre and then wish to change to another?
Once you have selected a theatre, you will be assigned to that theatre for one year. You may change locations when you renew. If you move out of the market into another area that we have locations, you can transfer your membership by calling our office. If you move to an area that does not have a Stone Theatre, you will need to contact our office for information on refund based on program status.
Can I be cancelled from the program by Stone Theatres or Arc Brand Marketing?
Yes. If you fail to submit an evaluation, you will be sent a second attempt packet. After two attempts, you will be disqualified and no refund will be issued. Certainly, extenuating circumstances will be considered.
Also, if you are found to be associated with or working in conjunction with any member of a theatre team, you will be disqualified without refund and the employee will be subject to termination.
How long can I participate?
The minimum commitment is one year. Participants who submit their evaluations and evaluate objectively will be offered an option to renew their membership annually.
Am I an employee of Stone Theatres or Arc Brand Marketing?
No. As a member of the Secret Shoppers Club, you are simply participating in a patron program and are not considered an employee.
If I have questions, do not understand the online form or have an extreme service issue to discuss, what do I do?
You should email us. We can help you through the evaluation form or address immediate concerns. There are open sections on the form you can use to note items that are not listed on the question portion. You must never reveal your membership to theatre staff.
Web-Based Program
This program is web based. You will be asked to complete your evaluation forms online. You must have internet access to participate.
What is the program schedule?
1 packet will be mailed each quarter. Packets will be mailed at various dates during these time frames:
1st Qtr January-March
2nd Qtr April-June
3rd Qtr July-September
4th Qtr October- December
How do I sign up?
Download the form at www.stonetheatres.com (click the shopper tab) then return it to us with your payment of $50. (Checks or Money orders only)
Contact Information for Program Administrators
Arc Brand Marketing
marie@arcbrand.com
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