First mystery shopping job!!!

Richard019

sillyvixen wrote: »

please be accurate in your reporting!! i work for a company that used to use retail eyes to shop us, and time and time again we got reports where a particular part of offered service had been filled out on a online report had not been offered - but the written comments had detailed that it had been offered.. please remember that this may be a easy way of getting money - inaccurate reporting may cause problems for staff giving decent customer service to you!!

The totally inaccurate reports we've received are one of the reason's I've started doing it. I did notice with one I did the other day though that the answer spaces were really limited. One question asked me to name all the staff who'd served me and say whether they had a badge saying they were a trainee or not and gave me about 20 characters to do it. I was struggling with one member of staff so I don't know what I would have done with two or three.

Richard019

belfastgirl23 wrote: »

I found myself slightly rooting for the guy too because he was doing his best to be helpful but wasn't necessarily ticking the boxes.

For what it's worth that's probably a good way to approach it. I always go into it looking to give points rather than looking to take them away. If we're supposed to be representing what a customer thinks about things then I don't see how else to approach it. A customer will generally go in and want to be happy. You don't get customers going into a shop specifically looking to find fault (well you do, but there's a word for them that I can't put on here).

belfastgirl23

I found the reporting thing tricky too - there were some yes/no questions where he had sort of done what they were asking about but perhaps used different words. I felt it was a tricky thing, being fair to the staff member but also reporting accurately, and I'm not sure I always got the balance right...

Oggyoi

A lot of these responses should be about common sense too. It is obvious in locations which staff are new and eager, they have their job spec manual off the top of their head. You also get staff who have been there 30 years who ( think ) they know everything to the letter, but they are efficient, helpful and friendly. Then you get the staff who have a face as long as a wet weekend, who find it a chore being at work.
I base some of my comments on their attitude to me, as a paying customer that is at the end of the day, paying their wages.

I did my first M/S visit about 15 years ago, it was to 3 banks to discuss investements. The first 2 were fine, quickly over with and done correctly.
The third was a nightmare, took hours ( seemed like days ), never asked the relevent questions etc etc. Although she was keen and eager, she was too slow ( even though I explained on a couple of times, I was running late ). I worded the report along the lines of she was very efficient but too efficient and slow to make the recommendations.
The scenario was very straight forward involving tax free savings, there were 3 possible products for her to offer, should have taken 45 minutes; took her over an hour :rolleyes: .
Be firm but fair, honest but alow a little bit of leaway when reporting. I always observe the staffs interaction with other customers too.

stephen77

As above a little common sense.

I have recommend some one for specail service award even though they did not tick all the boxes based on the fact they were so enthusatic and made me believe they loved the product they were selling.
Which while they person did not say hello as requested in the notes. I thought it was the best service I had anywhere for the last few months including my general day to day shopping.

On questions I answer how they did it against the brief. But then add addation comments of how I felt the service was from my point of view and how I feel most of the client tell would feel.
That way you can not be accused of not doing what they are asked to do but also not feel like you get some one who is doing a good job in trouble.

Richard019

Oggyoi wrote: »

The third was a nightmare, took hours ( seemed like days ), never asked the relevent questions etc etc. Although she was keen and eager, she was too slow ( even though I explained on a couple of times, I was running late ). I worded the report along the lines of she was very efficient but too efficient and slow to make the recommendations.

How can you be efficient and take too long?

AndysDad

I've done about 5 so far,but I have to say that by the time you have done your homework,then the visit (You don't usually get any petrol allowance) and then the form filling ,its not easy money.Less than the minimum hourly rate.

Peridot1

I did my first one on monday and I really enjoyed it, the girl was spot on. I have got one on friday and another one saturday!

Take care Peri