I still don't get it (with all my experience)

I am getting slammed by the "Quality Control Group" of an MSP for not fully explaining my answers. Comment on all "No" answers seems to be their infallible way of ensuring quality.
Okay, the question is "Were you thanked by the employee?" The answer is check boxes of "Yes" and "No." I checked "No." Now, what comment would make that clear? And then I'm asked what the employee could have done to make the experience more acceptable.
So they want, "No, I was not thanked by the employee. The experience would be more acceptable if the employee thanked me." I guess.
If all the clients get to see is the answers (without the question) is a list of No, Yes, No, No, Yes, Yes then I question the "quality" of the report from the MSP.
Sometimes I just don't get it.

Create an Account or Log In

Membership is free. Simply choose your username, type in your email address, and choose a password. You immediately get full access to the forum.

Yup. I just got a response from a new editor reminding me to answer all 'no' questions in the narrative. The report did not get returned to me, but since I wrote the narrative first and then went through it to mark my 'no' answers, I know they were all there. I suspect the problem was that the failures were in chronological order for the visit rather than form order (not chronological order) and therefore they were tough for her to find. I seem to be breaking in lots of new editors these days. Got a note from one the other day saying I did things in the wrong sequence and returned a polite note with copy/paste excerpts from shop instructions asking that she make certain that shopper instructions got updated to reflect the editor version.

I have wondered that same thing. I got marked down a point on each of 4 bank shops done on the same day because I did not address all "no" answers. Some of them were totally straightforward. So the next time I did those, I just re-stated the obvious. After checking "no" on "Did they use your name once they learned it?" - "They never used my name during the transaction." Seems so ridiculous. Sometimes I really wonder about the intelligence of some of the people that run the MSC's. Others are very well done and organized, but there are some that are quite chaotic in their approach and nearly idiotic in their reporting procedures.

Thank heaven for the good ones!

The "no" comment is required to make sure you didn't mark it down as "no" by mistake. I don't know, to me, personally, it makes sense. We all make mistakes, so this is just a double confirmation that you in fact meant to check "no", not "yes" on that particular question and not another. I don't think it's idiotic at all.

I have no problem commenting or restating the 'no' answers. If the 'no' is a negative against job performance, someone is probably going to hear about it. Making a typo happens. An employee's job is important enough to have a system of checks and balances in place.

Now, when I check No, and back it up in my narrative, I get a bit testy when I hear from the editor.

I did one today that had a few No answers. When I go to fill in my report a box pops up saying there are questions asked that are not part of the job as they are there to check on you. So you are reporting truthfully. Well, when I go to click on this one question a box pops up with a error message. Event is not defined Line #3020. I click OK and the second I get the cursor near the yes/no answer the box pops back up again. How can I answer it? That happened on two of the questions. When I did the narrative I answered those questions. I wonder if I should email the scheduler about it? I just started with this company and I don't want to mess things up.

Dustygirl,
By all means, raise this with the scheduler. Any time the survey system "balks" at what seems to be a natural course of answers, or has no fitting category among the available answers, we need to let someone know. Otherwise system errors will drive you, and eveyone else, nuts, and/or the shopper will take the blame of "inconsistant" answers.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

If this company has a Contact Us link where you can report specific technical issues with a particular job, you may want to report it there as well. This way, there is a record of you reporting it in their system. Also, it may reach them faster than just e-mailing a scheduler.

I think someof these people don't read what is written or even check to see if you faxed in information. I have gotten a number of I need clarifaction on this shop and most were Medicare shops. I know what is said at most shops as I have done quite a few also I'm on Medicare. Some of the items they want claffifed are on faxes I have sent in with the assignment njumber on them They want to know what is on the bjusiness card word for word and KI Faxed a copy of the business card to the companhy. I think most of thes clarrifactions needsed are not needed.

What I don't get is when you do similar shops and get different reviews by schedulers. One scheduler will say good report; nothing further,another will say excellent, with a few comments. Then another scheduler, will need clarification, when I know all the information is right before her eyes in my report. I sometimes even copy and paste it for her.

kittybratt Wrote:
-------------------------------------------------------
> What I don't get is when you do similar shops and
> get different reviews by schedulers. One scheduler
> will say good report; nothing further,another will
> say excellent, with a few comments. Then another
> scheduler, will need clarification, when I know
> all the information is right before her eyes in my
> report. I sometimes even copy and paste it for
> her.

It's very much so indeed. This reminds me of taking literature classes in high school/college and every semester you would get a new professor who had their own writing style. As essay that would be scored as an A by one, would be a B- by another. Bottom line, as long as humans are reading these, they will never be uniform. Even one person may react differently to the same report based on their mood that day. Only in math does 2+2 always equal 4. In writing it may be 3.9 or 4.1 or anything else they choose to see it as.

So true, Shop-a-holic. I had an introductory period with each professor until I learned how he/she graded.

Sorry, only registered users may post in this forum.

Click here to login

I still don't get it (with all my experience)

Create an Account or Log In

Official List of Mystery Shopping Companies

Mystery Shopper Magazine