I have been doing mystery shops for several years and for many companies. I constantly find shops where the "Evaluation" that I am expected to fill in has errors that keep from making a good shop.
Yes, I understand most businesses want objective facts not opinions from their shops.
Examples:
1. Many evaluations will remove some questions based on the answers to other questions. Ex: "dine-in" or drive-thru" might include more questions about the interior of the business for a "dine-in" restaurant shop
2. I have seen evaluations where questions are clearly in the wrong section. Ex: Hotel valet questions included in check-in or bell section, even when there is already a valet section.
3. Sometimes there are safety, security or just general information information that could be shared with the business AND the ability to include pictures of these issues. Ex: Back door of business left open, Black mold on AC vents in guest rooms, Windows that don't lock.
4. Recognize an outstanding (good or bad) associate and reason for recognition.
5. Schedulers who cannot answer questions, who do you contact then?
I won't just "Yes" a survey to get through it and I want to always give a great shop. Have you run into this, what do you do?