cmfreeman67 Wrote:
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> My first time posting here but I would like to
> say, if you want to improve the shopper experience
> - remove the section in your reports that ask for
> "identifying information" to actually prove you
> performed the shop!
>
> To clarify, I recently completed a shop with your
> company in which I had to shop a "specific
> person". Well, in completing my report, I had the
> individual's business card, recorded messages,
> brochures from the property, emails thanking me
> for my visit, a description of the individual
> (which I also think your company goes a bit too
> far on), descriptions of others I came in contact
> with, etc.
>
> It was my understanding that my observation was to
> assess the skills and customer service of this ONE
> individual and that is where I put my focus.
>
> Well, when I got to the section of the report that
> then asked me to describe the layout of the desks
> in the rental office, the color of the carpet,
> where other people sat in the office, what things
> were in the parking lot, the color of the agent's
> eyes, the color of the cabinets, etc., in all
> honesty, I was quite resentful. Here I am
> spending quite a bit of time on this shop (over a
> week trying to connect with the agent, a cancelled
> appointment by the agent, telephone calls, the
> actual shop, filling out the paperwork, and then
> the follow-up afterwards) and you have the nerve
> to waste my time asking these types of
> questions???
>
> While I realize there are some mystery shoppers
> who are not as honest and who may take advantage
> of the system, there are some of us who take pride
> in what we do, actually enjoy what we do, and have
> way too many shops to perform for other companies
> to go through this.
>
> My suggestion is that you are worried about the
> integrity of the shopper is to invest in some sort
> of tracking software or request a photo or some
> other form of verification.
>
> I was really looking forward to performing more
> shops for your company, especially since there are
> so many available in my area, but this one section
> of your reporting system has totally turned me off
> from ever wanting to perform a shop for your
> company again.
Yes - I agree 100% with you. I loved the apartment shops that EPMSONLINE had in my area and the pay was actually fair...until I sat down to do the crazy reports. I spent two hours total on some of those reports! The same questions asked fifty different ways. I didn't mind completing the shops, even chasing down a target agent, but I refuse to spend two hours on an all narrative report for any MSC. In the time it takes me to complete one EPMSONLINE shop, I could have made triple that with several easy burger shops with NO narratives. EPMSONLINE will eventually lose almost all of their shoppers because of those crazy long reports...