I'm not sure if this is something we can talk about as mystery shoppers, so feel free to ignore it and let me know if it'd be an ICA violation, but my question is whether or not employees get to hear of what we write about them in mystery shopping reports?

I've actually had two very unique situations that took place for two separate ms companies and clients whose shops I take regularly. They're so unique that it'd be impossible to not know/remember me if I came in again and the employees in question saw me. I wrote very detailed narratives about them too.

Would I be correct in assuming that a shop manager would tell his employee about a shop report if it was really bad or very good/exceptional? Of those two shops I mentioned, I've continually gone back to one of them with the same employee serving me. It's made me wonder if he knows I wrote a very negative report about him now. He doesn't seem to give me very good service either. Although, it's gotten better.

It depends what YOU consider unique. When worded a certain way, you might get away with it.

But without giving a least some broad detail about it, we can't really give you insight on this.

I don't think all clients let their employees see the reports or know the exact details of what is in the report. I know that with the post office shops they want shoppers to refer to the clerk as "the clerk" and not use gender when writing the narratives, which makes me believe that their supervisors address the entire team on things that need to be improved or things that were performed successfully. I know when I was an editor for Chipotle I was told that upper management only let the locations see a portion of the shop report, while things such as the knowledge question were not handed down the chain of command. Maybe many other clients do things with the MS results the same way.

@Tarantado wrote:

It depends what YOU consider unique. When worded a certain way, you might get away with it.

But without giving a least some broad detail about it, we can't really give you insight on this.

How about waiting 30 minutes to talk to a server? ...as in I hadn't even ordered yet, but was just waiting to get a menu and order!!

edit: it was busy and packed that night, but still...it was totally unacceptable. I think there was a mix-up probably and they didn't assign someone to me or they forgot or what have you, but it was definitely a memorable wait I tell you! I honestly thought about quitting the shop.

Edited 1 time(s). Last edit at 03/26/2017 06:52PM by shoptastic.

If I get worried or uneasy about a shop -- say, I walk in and the clerk greets me by name -- I just tell my scheduler, and sort of put myself "out of rotation" for that shop.

I have a severe disability when it comes to shopping -- I'm a redhead. I'm thinking of investing in a wig -- some places I go, I'm quite sure they've never even SEEN a redhead before, and dagnabbit, they remember me!!!

@JASFLALMT wrote:

I don't think all clients let their employees see the reports or know the exact details of what is in the report. I know that with the post office shops they want shoppers to refer to the clerk as "the clerk" and not use gender when writing the narratives, which makes me believe that their supervisors address the entire team on things that need to be improved or things that were performed successfully. I know when I was an editor for Chipotle I was told that upper management only let the locations see a portion of the shop report, while things such as the knowledge question were not handed down the chain of command. Maybe many other clients do things with the MS results the same way.

That's interesting. I would guess that unique reports would out a lot of shoppers and they might end up having a shortage of good shoppers after a while. So that makes sense.

It does feel weird, however, going back after a bad report.

Sheesh, that stuff happens a lot more than you realize, and if a particular server did that with you he has probably done it to lots of other customers as well. Some people really aren't cut out for that kind of work, and you said he has given you bad service since then, no surprise. He doesn't know it's you I bet, you and the other 100 customers he has given crap service to. That one I wouldn't worry about too much.

I have been outed (that I know of) three times all with the same MSC and all at different types of establishments. This MSC wants every little detail and even when I try and be a bit vague they come back wanting more specifics. The specifics have done me in each time. One place was a gas station and literally I had done this shop with no problem before. Got a new employee that did a great job and it was maybe his second day on the job so when the report was shared with him he knew exactly who I was. And when I came a month later he had just been shared the report by his manager who was leaving the building. Call it bad timing but I was completely outted by him right then and there.

Another time was for a cafe type place and the MSC wants sentence by sentence details. I said something like the associate complimented me on my outfit and I had to come back with exactly what she said. So I came back with she compl1mented me on my red and black checked coat and a few days later my dining companion was there and the associate called her out knowing it had to have been me/us who shopped her.

I really appreciate the MSCs that want us to be vague and general in reporting.

Liz

I would think that doing the same shop with the same questions week after week, or month after month would out shoppers.

And taking pictures inside of gas station convenience stores.

How about waiting 30 minutes to talk to a server? ...as in I hadn't even ordered yet, but was just waiting to get a menu and order!!

edit: it was busy and packed that night, but still...it was totally unacceptable. I think there was a mix-up probably and they didn't assign someone to me or they forgot or what have you, but it was definitely a memorable wait I tell you! I honestly thought about quitting the shop.[/quote]

I do not see this as a unique situation at all. Just last night my husband and I went to a non shop dinner. Our server came right away but our food, which was in no way unique came out after 45 minutes. It was ElTorito for those familiar and I had one of their standard combo dinners. The next table who arrived 30 minutes after us with the same server got served before us. We also ordered an appetizer that came half way through the meal. I doubt very much if the server were to read a report had it been a mystery shop that she would remember our table unless I left her no tip....I did leave a tip.

@ceasesmith wrote:

If I get worried or uneasy about a shop -- say, I walk in and the clerk greets me by name -- I just tell my scheduler, and sort of put myself "out of rotation" for that shop.

I have a severe disability when it comes to shopping -- I'm a redhead. I'm thinking of investing in a wig -- some places I go, I'm quite sure they've never even SEEN a redhead before, and dagnabbit, they remember me!!!

Ceasesmith I am a redhead too with memorable curly hair. If we worked the same area they probably would think we were the same shopper coming yet again. lol

I got remembered by a few bankers and I am a non-descript petite blonde female who didn't shop them for over a year, but they knew my face and said so. It's amazing who remembers us in retail experiences and who doesn't. I did a Chipotle not long ago where I went through the line and then came back 20 minutes later for a lid...the cashier asked if I was picking up a DSL order when I walked up before I had a chance to ask for the lid. I did a demo at a health food store recently where I was in the store for 3 hours and had given the cashiers some samples of the product I was demoing, having conversations about the product with a few of them during slow periods of the day. I made a purchase after I was done for the day and one cashier, with whom I had a pretty lengthy conversation with earlier, did not remember me at all.

I've had a couple unique experiences that I believe would make me stand out but I just shrug it off and continue to shop and be objective. When a waitress spills a cup of jalapenos on your table and doesn't clean them up, disappears and never brings out your food so you have to ask another server, and flirts with your spouse/asks them out while you're in the restroom... the report is probably unique. 0_o

@sandyf wrote:

I do not see this as a unique situation at all. Just last night my husband and I went to a non shop dinner. Our server came right away but our food, which was in no way unique came out after 45 minutes. It was ElTorito for those familiar and I had one of their standard combo dinners. The next table who arrived 30 minutes after us with the same server got served before us. We also ordered an appetizer that came half way through the meal. I doubt very much if the server were to read a report had it been a mystery shop that she would remember our table unless I left her no tip....I did leave a tip.

I've had long waits before to get food, but never that long of a wait to just initially talk with a waiter, sandyf.

I left a tip as well, because I also realized I'd be shopping there again in the future and didn't want to anger anyone handling my food. Although, it really was the staff's fault, because there's no way it takes that long to speak with a server. I can understand food coming out late, but waiting to get a menu and talk to your server? Never waited that long. I didn't have drinks/appetizers to keep me happy while waiting either. I just sat there. lol

@MountainCacher88 wrote:

I've had a couple unique experiences that I believe would make me stand out but I just shrug it off and continue to shop and be objective. When a waitress spills a cup of jalapenos on your table and doesn't clean them up, disappears and never brings out your food so you have to ask another server, and flirts with your spouse/asks them out while you're in the restroom... the report is probably unique. 0_o

You've had some bizarre experiences, MC!!!

I worked at an upscale restaurant that frequently gets shop. When I was shopped, my manager viewed the entire report with me. I knew exactly who the shopper was based on the report and the details given.

IME Shoppers tend to ask very generic and usually stupid questions that are dead giveaways. This is why a lot of clients are now requesting calls made after the onsite shop is conducted. Unless the shop details explicitly requires me to ask if they have a gluten free menu, I'd never ask that question.

Edited 1 time(s). Last edit at 03/27/2017 01:00PM by eyelove2shop.

I think a lot of shoppers who perform 2000-3000 shops each year have some unique situations that stand out but we do find some work arounds and keep on shopping. There was a month where I did close to 300 mystery shops that involved going into a location or a drive thru and a few things definitely stood out as weird that month. As you shop more, some things you will brush off and others you will be more apt to notice.

We think we stand out and would never ask certain questions but then I was in the grocery store a few weeks back and a woman told the meat counter associate that she was allergic to fresh water fish and could only eat salt water fish. She told them it was really inconsiderate of them to have them packed beside each other and that they should tell their management that they were threatening peoples lives... She was going on about salmon, tuna, and catfish... and how she eats salmon and catfish but the tuna would taint the fresh water fish and blah blah 0_o but salmon and catfish are types of fish that can be found in both fresh & salt water at differing times/dependent on the fish family.

When picking up a pizza once, I watched the pizza maker working without gloves, dust her hands off, go answer the phone, and then go directly back to making pizzas without any handwashing. The same associate later wiped her hands on a towel and came up to take cash before going back to putting toppings on.

Another trip to a different grocery I overheard a lady ask if they could shape cheese into mini pacifiers for a baby shower snack tray. I'm sure there's many strange things we've all witnessed or had happen on shops. I like the types that have a commentary box at the bottom I can add to.

@eyelove2shop wrote:

I worked at an upscale restaurant that frequently gets shop. When I was shopped, my manager viewed the entire report with me. I knew exactly who the shopper was based on the report and the details given.

IME Shoppers tend to ask very generic and usually stupid questions that are dead giveaways. This is why a lot of clients are now requesting calls made after the onsite shop is conducted. Unless the shop details explicitly requires me to ask if they have a gluten free menu, I'd never ask that question.

I'm curious why asking about a gluten-free menu would give someone away? I often use that as my reason to call---please give me some feedback!

I don't know about any other part of the country but I think you would stand out in Los Angeles if you did not ask about a gluten free menu or a this menu or a that menu....lol

People who have dietary restrictions usually already know whether the restaurant can accommodate their diet or allergy before calling to make reservations. Most people view the website or read reviews before ever calling the restaurant, OpenTable? Customers are incentivized to use OpenTable because of the rewards they receive, which is clear to any restaurant who uses the platform. So the fact that someone would rather call then use OpenTable then ask about a gluten free menu just screams shopper to me.

@EileenS wrote:

@eyelove2shop wrote:

I worked at an upscale restaurant that frequently gets shop. When I was shopped, my manager viewed the entire report with me. I knew exactly who the shopper was based on the report and the details given.

IME Shoppers tend to ask very generic and usually stupid questions that are dead giveaways. This is why a lot of clients are now requesting calls made after the onsite shop is conducted. Unless the shop details explicitly requires me to ask if they have a gluten free menu, I'd never ask that question.

I'm curious why asking about a gluten-free menu would give someone away? I often use that as my reason to call---please give me some feedback!

@eyelove2shop wrote:

I worked at an upscale restaurant that frequently gets shop. When I was shopped, my manager viewed the entire report with me. I knew exactly who the shopper was based on the report and the details given.

IME Shoppers tend to ask very generic and usually stupid questions that are dead giveaways. This is why a lot of clients are now requesting calls made after the onsite shop is conducted. Unless the shop details explicitly requires me to ask if they have a gluten free menu, I'd never ask that question.

What are IME Shoppers, eyelove2shop?

@MountainCacher88 wrote:

When picking up a pizza once, I watched the pizza maker working without gloves, dust her hands off, go answer the phone, and then go directly back to making pizzas without any handwashing. The same associate later wiped her hands on a towel and came up to take cash before going back to putting toppings on.

Another trip to a different grocery I overheard a lady ask if they could shape cheese into mini pacifiers for a baby shower snack tray. I'm sure there's many strange things we've all witnessed or had happen on shops. I like the types that have a commentary box at the bottom I can add to.

Would the baking process pretty much kill any bacteria and germs, though, for the pizza? I'm not saying it's sanitary, b/c it sounds a bit gross to me personally, but just wondering about the safety of doing that pre-bake.

When I'm at home, I'll occasionally be working with food I'm about to bake, microwave, boil, etc., and touch a surface that's not completely wiped clean and go back to working with my food. I NEVER do that with certain types of food like raw meat. But if it's just veggies or pre-cooked stuff, then I won't bother washing my hands first if I'm in a rush (if I have the time, then I'd wash first at a bare minimum to get any greasiness or food stuff off of me). But then I'll think to myself, hey, these veggies are going into a boiling soup or these frozen chicken tenders are going into the bake oven and the germs would be killed in the cooking process.

Safe or not safe? Watcha guys think? I saw an article just yesterday linked on Yahoo! that talked about some types of bacteria being able to survive reheating in rice. I'll see if I can find it and post it if anyone wants to know more.

MC - I agree actually that there must be tons of quirky requests. But some things make me paranoid. For example, one company I do shops for has a pizza client. The shop requires that I purchase a pizza a certain way for which it would make no sense to order without a special/coupon. You could just buy a cheaper pizza + more toppings online or with perhaps with their specials, but instead you're required to buy a pizza to their specifications. So, it'll look weird when my pizza comes to $20.XX for a home delivery and it's like a 2-topping pizza. I mean, I could buy TWO large pizzas with full toppings at a competitor if I wanted for that price (granted no delivery factored in).

I'm usually thinking to myself, THEY KNOW I'M THE SHOPPER!!! Who would buy this??? Only a millionaire who has no regard for money!

Then again, some people aren't the best with money or think time is more important and won't bother looking up an online deal.

Edited 1 time(s). Last edit at 03/28/2017 11:30AM by shoptastic.

I've gone in a store, walked down the aisle towards the restroom, and noticed that on the employee bulletin board were several mystery shop reports. In red ink were positive comments from, I assume, a store manager, such as, "good job!" I only glanced at the reports, but it looked like the format given to the client was definitely different from the format I use during reporting, as I would expect.

IME means in my experience.

The ones that require half baked make me think we would be outted instantly, but it's hard to tell what sort of odd requests they get. When I worked for a burger joint, we got a request to have a piece of fish put on a hotdog bun and covered in chili and cheese. Maybe they didn't eat pork/beef?

I eat sashimi... so I'm not too picky about my food being cooked but you definitely want to think people preparing your food are taking extra precautions. Out of site, out of mind maybe the rest of the time? There's always a chance something sneaky will get into your food though. Norovirus is not fun!

All that aside, writing a unique report may make us stand out but I like to think that the editors take out a lot of things if they are too specific. Then again, they may let it all fly so the client can make sure everyone is trained properly.

People who work in pizza restaurants do that all the time...touching other things like money, phones, pens, etc. and going right back to preparing food. Those pizza ovens are REALLY hot. But, if they are touching the pizza at all when cutting it... eww. And I'm really wary about eating salads from places like that.

I used to do the Dean and Deluca shops. Part of the guidelines state that I must submit the exact questions I asked of the five associates I interacted with. One day when doing the shop, I interacted with the store manager. Well, I'm sure he put 2 & 2 together.So every time I shop there when that manager is present, he'll come over to say hi and offer a sample of anything I wanted. He was cute too so I had to restrain myself from the obvious.

@catgrannyof5 wrote:

I used to do the Dean and Deluca shops. Part of the guidelines state that I must submit the exact questions I asked of the five associates I interacted with. One day when doing the shop, I interacted with the store manager. Well, I'm sure he put 2 & 2 together.So every time I shop there when that manager is present, he'll come over to say hi and offer a sample of anything I wanted. He was cute too so I had to restrain myself from the obvious.

I always thought store managers were the ones who requested the shops, no?

So, for example, if I shopped a McDonalds for drive-thru service, would it not have been that store's manager who ordered the mystery shopping service? I always figured that was the case instead of the corporate office, because if it was corporate I'd have guessed that all franchises near me would have shops. But with a lot of huge franchises, I'll only see certain locations near me and not others (unless I'm totally missing something).

If the manager knew you were the shopper, then would they not out you? I'm not sure how this all works on the other side of the coin. lol So just curious.

I had a bank shop once where I KNEW I was shopping the branch manager (she introduced herself that way!!) and couldn't do anything about it. She was the only one there to help me. It was weird knowing she'd see my report (at least, I assumed).

It comes from corporate.

It's written in most franchise contracts that the franchisee agrees to participate in mystery shopping of the franchiser. We tried, are still trying, for an Sbarro but there's a Villa Fresh in the other mall.