Mystery shopping thread xiii ** please don't mention client names on here **

DebtHater

proshopper wrote: »

I think you just have to be persistent, but work according to the brief. If it had been the same turn or events for another MS company, I may not have needed to persist quite so much and could have behaved more like a genuine customer (i.e. could have left at the "take my custom elsewhere" point) because the SA's lack of response to my peristent enquiry would have been enough to report.

This is a fair comment, however would you not just leave at that point regardless of MS co or client?

I would, and have. I always report as I see it and the experience I receive. If the SA isn't bothered, I walk away, unless the brief specifically says to persist (I know it does on a couple of GFK ones)

borders

There are times when you're not sure how much to lead or prompt the assistant. Some times you wonder if the MS company is looking for the lack of response. I do usually try to ask something that will take the conversation in the right direction. I try not to lead too much but if the assistant seems helpful and is trying but has gone off at a tangent then I may try to steer it back.

I had one visit in particular when the staff member just wasnt doing or asking what they were supposed to do. This was my 5th visit to a branch using this scenario and the first time it hadnt gone correctly. The discussion had ended and I was in and out in less than 10 minutes. The company did query my time on that one but I just confirmed what had happened and they accepted it.

DebtHater

Do OC still do the telephone/email surveys?

Lil_Me_2

DebtHater wrote: »

This is a fair comment, however would you not just leave at that point regardless of MS co or client?

I would, and have. I always report as I see it and the experience I receive. If the SA isn't bothered, I walk away, unless the brief specifically says to persist (I know it does on a couple of GFK ones)

I agree to doing what any reasonable customer would do.

I had a phone call travel agents job (0800 luckily!) where I waited 7 minutes to speak to someone and before I could ask their name I got transfered and cut off! I gave them the benefit of the doubt and called them back about 30 mins later. I waited just as long again and then was told that they would look into it and call me back. They took my number and never called back! I waited 24 hours for a call back before reporting back to the company and they paid me without any questions.

I think I did the most that a real customer would do. I can't imagine anyone being that desperate to call a third time after that service.

nehpets81

DebtHater wrote: »

This is a fair comment, however would you not just leave at that point regardless of MS co or client?

I would, and have. I always report as I see it and the experience I receive. If the SA isn't bothered, I walk away, unless the brief specifically says to persist (I know it does on a couple of GFK ones)

This is usually the approach I take too - with the fridge scenario, if it is the one I had to do, the brief specifically says not to lead the conversation or to try and prompt the SA. It is quite hard to do sometimes, though as this can lead to some awkward silences!

Lil_Me_2

DebtHater wrote: »

Anyone not heard from Assosia in a while? I havent heard from them since October....

I hear quite regularly from them sorry.

TractorGirl327

DebtHater wrote: »

Anyone not heard from Assosia in a while? I havent heard from them since October....

Lil_Me wrote: »

I hear quite regularly from them sorry.

Me too. Done loads for them this year!

proshopper

DebtHater wrote: »

This is a fair comment, however would you not just leave at that point regardless of MS co or client?

I would, and have. I always report as I see it and the experience I receive. If the SA isn't bothered, I walk away, unless the brief specifically says to persist (I know it does on a couple of GFK ones)

I know what you're saying and I totally agree: the MSer behaves as a genuine customer would.

However, on the job I described, a recommendation was needed and a proof of visit was also required. I had no option but to persist, and made sure that the report I submitted reflected the visit. If I had not persisted, the job would have been "invalid." That's why I mentioned the need to follow the brief and that my actions may have been different if I had been visiting another client outlet and/or on behalf of another MS agency.

Becles

If they are not forthcoming, I persist and try and get as much as I can. However in the comments, I say if this was a normal shopping trip, I would have left at ..... point and gone elsewhere.

domesticgoddess

Afternoon all


my favourite is with a SA and you do the I don't like this and then you get to one which you say "I really like this" and wait for the sales closure.............and wait and wait.

Debthater, yes to your question don't think there are any at present though.