MYSTERY SHOPPING AT FRIENDLY'S (their new method)

Well as we all know, none of the mystery shopping companies have Friendly's as their client anymore. Well, I figured out why that is and would like to share with everyone what I found out. Instead of going through an outside mystery shopping company, Friendly's now offers a mystery shopping opportunity for EVERY guest that enters their restaurant with a coupon incentive, rather than giving out cash. On their receipts, they will give you a website (www.friendlys-surveys.com) Within 3 days of your visit, you need to log into their website, and input your receipt number to take their mystery shopping survey. The survey takes less than 5 minutes to complete. Then, you will automatically be directed to a coupon that you can print out that will give you $5 off your next purchase of $25 or more, valid for a month. It seems this is the way they are now keeping tabs of their businesses across the country, which is actually a smart money saving technique on their part. You can also fill in your name, address, etc... to receive future survey invitations, coupons, and discounts via e-mail for your local Friendly's Restaurant. So next time you go to Friendly's, save your receipt so you can participate. I wouldn't be surprised to see more businesses doing this instead to save on costs.

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There are a lot of clients doing that. Home Depot enters you into a monthly(?) sweepstakes. I see it often on restaurant receipts from shops for either a coupon or a sweepstakes. I suspect that their results are fairly useless because there is going to be about zero objectivity in the reports. If I think I will only get the coupon by telling you how wonderful it all was, that is what I will tell you. If it was so horrendous I would never set foot in the place I am not terribly likely to report in at all. If it was ok but I felt slighted it is going to be a mountain of complaint instead of a more appropriate molehill. There is a reason why we are hounded by the companies to "be objective".

I don't live near Friendly's, but I won't do this for any company. Think about it. They just put you out of a job, all so you can get a discount IF you spend $25 within 30 days. Who wins? Not the shopper.

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Another attitudinal reason why their results would not be comprehensive and objective

Yup. I think I am cranky today. Too much to do this week with 21 hours in classroom plus mountains of out of classroom teaching work, and then doing 23 mystery shops in the last 7 days.

But that is true-really they might only hear how wonderful they are and think they have "solved" the issue of great customer service. Yea, and I got a bridge...

Well, for me, Friendly's never put me out of a job simply because I never mystery shopped for them in the first place. I live very close to a Friendly's and I LOVE their food. I only recently found out that they were ONCE mystery shopped by a certain company. My gf and I go there quite often and although their food is pretty cheap, between the both of us, our bill is normally right at that $25 amount when you include dessert. Therefore, for me, and for my situation, that $5 discount helps out a lot. Now, if you're not going there as a couple, I can definitely understand why Dee would feel that the shopper doesn't win. Although many people aren't objective in these surveys, I know that I always am and I'm also very honest. The questions are so easy to answer and are multiple choice, so I honestly think most people taking the survey would be honest with their selections. It's so short and not time consuming, so there's no reason to not be comprehensive and objective.

If it works for you, great. Especially if you love the food and would spend that much every month anyway. It's an easy way to get a standing $5 discount.

IMHO every time one of these companies stops getting themselves shopped and goes to a survey instead (and there are many, Friendly's is just one example,) shoppers somewhere on the planet are put out of work. I won't do it, personally. And while you are a shopper, and might give them totally objective feedback, most people will not. I think the companies are deluding themselves that they are getting the same objective feedback they get from MS'ers.

Many companies mystery shop, email surveys AND do receipt surveys. Grocery chains, home improvement stores, tire shops, ice cream shops, retail clothing chains, hair cutting place, pet store, electronics, restaurants - off the top of my head. Some surveys offer sweepstakes entries, others offer dollars off next visit.

These companies, in my opinion, are seeking feedback from all sources, hoping to gain insight. I'm sure they realize the feedback from random surveys is not necessarily objective or 'trained'. When I know they're both shopped and opinion solicited, it's a bonanza for the mystery shopper.

I think random surveys are good. Where else can you say what you really want to and not have to worry about being paid?

On the other hand, I do agree that many companies are doing this internally as a way to remove or lower mystery shopping costs. I don't see half the jobs I used to. Easier on my schedule but harder on my wallet!

I don't feel the survey on the receipt is replacing the actual mystery shop. This isn't something new. I know Friendly's isn't mystery shopped anymore because I was actively mystery shopping them for the past year or so. When I was mystery shopping them, the opportunity to complete the survey was on all the receipts at that time. After I completed my mystery shop report, I would go online, complete the survey, get the $5 coupon, and use it on my next assignment.

I have 2 Friendly's within 7 miles of me. I haven't eaten there in years, and maybe the food has improved, or maybe not. But if you feel that the food really stinks, you would say so on the survey, and you wouldn't want a coupon for a discount.

What if you as a consumer, not shopper, get lousy service or product? Do you go home and write a letter, send an email or make a call? I totally do; always have, even before ms'ing. Not looking for a discount. I just think that someone - owner, franchisee, franchise, manager . . . can't fix what they don't know is not working.

The interesting part is whether or not I get a response.

I do, and I definitely appreciate that the internet makes it a whole lot easier to find corporate addresses. If it was bad, it is email. If it was totally wretched, it is a carefully crafted letter of complaint mailed. I usually get a response.

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MYSTERY SHOPPING AT FRIENDLY'S (their new method)

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