Mystery Shopping

Editor’s Note: Early last month, a mobile user who lives in the Columbus, Ohio, metro area agreed to try out CurrentC and report her experiences to Digital Transactions. More than 200 outlets belonging to 10 retail brands are participating in the pilot. She visited a Shell station, a Wendy’s outlet, two Giant Eagle grocery stores, and a Target store. She also used the app to locate the Wendy’s and Shell locations. Here, in this and in succeeding boxes throughout this story, is what she found, in her own words.

As a reminder, CurrentC has a “Locations” section, which I used to find a Shell and Wendy’s that are currently accepting payment through the app. When you are ready to pay with the app, you hit the “Checkout” button and then select either “Shop,” “Dine,” or “Pump,” depending on where you are. Hitting the “Shop” button brings up a QR code or you can select to use a scanner. After each transaction, you get an email with a summary.

When I went to the Shell station, I noticed there were no advertisements or any explanation on how to use CurrentC. I opened the app and tapped “Pump,” and it gave me the option to select the Shell I was at. I selected it, and was asked which pump I was at. I entered the number and it gave me a code to type into the keypad on the pump. It also gave me the option to get a paper receipt. Once I typed in the code, I was good to go.

I filled up my car, got my receipt and an email from CurrentC summarizing the transaction. Overall, it was really easy and worked well. I went inside and asked the cashier if other people have been using CurrentC there. He knew all about the app, but said that, as far as he knew, no one else had used it yet.

Mystery-Shopping in Columbus: Giant Eagle

I went to a Giant Eagle and tried to buy some items. When I got to the cash register, I saw they still had some small CurrentC advertisements up by the register. When I went to pay, I pulled up my QR code from CurrentC for the cashier to scan. He tried several times but it wasn’t working. A couple of managers came over and tried, and they tried using another cash register, with no luck.

They all knew what they were supposed to do. They were all familiar with the app, but the scanner wasn’t able to register the code and they didn’t have enough knowledge to troubleshoot. I asked if they’d had other customers try it and all the employees there said no.

I went to another Giant Eagle to try again. When I went to check out, the scanner also wouldn’t read the QR code on my phone, but at this store they had a screen facing the customer so the customer can see the transactions.

When the cashier pressed the “CurrentC” button to check me out, the screen brought up a QR code that I then scanned with my phone and the transaction went through. I suspect this is what was supposed to happen at the previous store, but because the screen wasn’t facing me I couldn’t see this and the employees weren’t sure what to do. This Giant Eagle also had a CurrentC advertisement by the register, and the cashier here also said that no one had used it with her yet.

Editor’s Note: For its part, MCX is using various paid media, including radio, and retailers are using giveaways and other promotions, to support CurrentC adoption, a spokesperson says. “We are very pleased with the response we’ve gotten from consumers in Columbus,” the spokesperson says. As for cashier training, “MCX has been working with all participating merchant-partners to train store employees in how to accept CurrentC transactions and answer shoppers’ questions,” says the spokesperson. “We have been pleased with the process so far.”

Mystery-Shopping in Columbus: Target

I went to a Target store. There were no advertisements here and the cashier was not familiar with CurrentC. However, the transaction went smoothly. I pulled up my QR code, the cashier scanned it, and I used the credit card keypad to finish the transaction. It asked me if I wanted cash back and if I wanted all of the purchase on the card. However, I was not asked to enter my PIN. Also, I noticed that CurrentC keeps your previous payment method selected (so it did not recognize I was in a Target and automatically pull up my RedCard).

Mystery-Shopping in Columbus: Wendy’s

CurrentC has coupons within the app that you can “clip.” I clipped a Wendy’s coupon and went to the drive-through. There was an advertisement for CurrentC by the menu, although it was a little hard to read. I ordered, told the cashier I’d be using the app, and pulled up my app and hit “dine.”

When I pulled up to the window, the app automatically pulled up my order and asked if I wanted to use my coupon. I approved the order and it went through with no problems. I asked the cashier if other people had used it and he said maybe one or two, but it hasn’t caught on yet.