I'm a little late to the party here but here is my .02. I'm new to mystery shopping. I'm.. about ... 30ish shops in.
I do NOT like having to report someone didn't do this, that or the other thing that they were supposed to do. I really want to say the person did everything they were supposed to do. And let's be honest, the report is easier when/if you can say that.
But, they're paying me to report it as it happened, according to their guidelines. They're supposed to upsell.. they're supposed to be friendly and smile... they're supposed to say thank you. They're supposed to be clean. So - if your facility is dirty and you treat me poorly - that's how it will be reported. It isn't personal.
Just out shopping around...