Subjective vs Objective Reports
For me personally, I answer the question directly. If they ask for my opinion, then I give it, otherwise I try to be brief and to the point. It may take you awhile to know that particular msc's editors styles but some companies are more detail oriented than others. On one end of the spectrum you have Coyle and the other end you have more looser companies.
I always try and follow the sample reports some companies have.
I always try and follow the sample reports some companies have.
Sometimes, depending on the report, subjective words are required. The client wants to know how the target came across to you. In fact, in a lot of apartment shops, you will be specifically asked if the leasing professional is "friendly." So.. The answer to your question will vary from project to project.
If the question is asking if you would return, they do want your subjective opinion. You do need to put yourself in the mindset of somebody who would be a potential customer for the location and then consider whether that person would return based on the experience. Of course, especially if your answer is "negative," being able to give objective reasons for your subjective feelings is helpful.
If the question is asking if you would return, they do want your subjective opinion. You do need to put yourself in the mindset of somebody who would be a potential customer for the location and then consider whether that person would return based on the experience. Of course, especially if your answer is "negative," being able to give objective reasons for your subjective feelings is helpful.
Hard work builds character and homework is good for your soul.
No problem. What kinds of shops are you doing ?
Sometimes the form of the survey question tells you that the client want some adjectives as well as objective info. For instance, if the question asks if the greeting was pleasant, I might say, "The associate smiled, made good eye contact and greeted me in a welcoming manner." In the purely objective realm, do not say, "The restroom was stinky." Yry this instead, "The restroom had a distracting odor ." Or,"The bathroom smelled heavily of disinfectant (or floral air freshener) that was strong enough to make my eyes watery."
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.
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
7STAR- I'm doing a little bit of everything. So far, I've done a couple bank shops, a few retail, fitness center + phone and I'm lined up to do an internet shop, and more retail. Retail are my favorite for some reason.
walesmaven- The retail store I'm doing today states they require subjective responses in some areas- that sure helps. Would you consider "welcoming manner" subjective too? I feel like it's such a fine line with some responses, but I'm sure I'll get the hang of it a bit more- no complaints so far. =)
"In a welcoming manner" uses a modifier, so I consider it subjective. You could also say, "in a manner that made me feel welcome."
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.
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
Great to hear you are getting back into shopping. When you say you are doing retail, does that include FF and fine dining ? Are you signed up with many mystery shop companies ? By reading the forum you can get a good idea of what companies you'd like to join.
@Mishelle76 wrote:
7STAR- I'm doing a little bit of everything. So far, I've done a couple bank shops, a few retail, fitness center + phone and I'm lined up to do an internet shop, and more retail. Retail are my favorite for some reason.
So far no fine dining or fast food. The fast food options aren't something I would order and those I've seen are low pay for throwaway food. I'm a bit nervous for the fine dining from what I've read on here. Sounds like a lot of work and for a good meal, I probably wouldn't be able to enjoy it. I get stressed doing shops... not outwardly, but my mind is all over the place trying to remember things. I've signed up with about 30 companies so far. I'm working my way down the list. I really like the clothing, shoes, hopefully jewelry type shops the best.
@7star wrote:
Great to hear you are getting back into shopping. When you say you are doing retail, does that include FF and fine dining ? Are you signed up with many mystery shop companies ? By reading the forum you can get a good idea of what companies you'd like to join.
@Mishelle76 wrote:
7STAR- I'm doing a little bit of everything. So far, I've done a couple bank shops, a few retail, fitness center + phone and I'm lined up to do an internet shop, and more retail. Retail are my favorite for some reason.
Once you do more shops I think you'll get more comfortable. Sure, there will be still some nerves before a shop, even longtime shopping veterans still get them. Even for shops that I've done many many times over.
I found that more experience goes hand in hand with getting more confidence
Not all dining shops are the same, nor are all the reports. It depends by mystery shopping company and then by restaurant/client. Some are much easier and less detailed than others. Some are in good restaurants.
Even some FF dining shops are good. When Chipotle was being shopped the shoppers on this board loved it.
I do one FF that I like. It pays decent for not a lot of work and the food is good.
I found that more experience goes hand in hand with getting more confidence
Not all dining shops are the same, nor are all the reports. It depends by mystery shopping company and then by restaurant/client. Some are much easier and less detailed than others. Some are in good restaurants.
Even some FF dining shops are good. When Chipotle was being shopped the shoppers on this board loved it.
I do one FF that I like. It pays decent for not a lot of work and the food is good.
Don't discount those silly FF shops... I had a day in which I made over $300 profit on FF drive-thru shops alone.... I'll add them to routes (if the price is right) and turn a "meh" day into a pretty good one.
Hard work builds character and homework is good for your soul.
@7Star - Glad I'm not alone with the nerves! Now while I'm out and not shopping, I do try and make more effort to notice the little things for practice. =)
Maybe I will start off with a couple fast foods and see what I think and then try out a fine dining.. I just get tons of Jack shops and I only like their tacos.
Maybe I will start off with a couple fast foods and see what I think and then try out a fine dining.. I just get tons of Jack shops and I only like their tacos.
@MFJohnston - woah! That's nice money for those shops. Do you find the reports pretty quick and easy? Also, these are mostly timed, right? Do you use your phone or purchase a stop watch?
What part of the country are you in ? There is one FF shop that is real easy that most likely is in your area. Easy is a relative term but there is only one timing involved and the observations aren't difficult. There is reimbursement for your food and you get a 'variable fee.'
@Mishelle76 wrote:
@7Star - Glad I'm not alone with the nerves! Now while I'm out and not shopping, I do try and make more effort to notice the little things for practice. =)
Maybe I will start off with a couple fast foods and see what I think and then try out a fine dining.. I just get tons of Jack shops and I only like their tacos.
Fast casual shops might be better prep for table-service dining that FF would be, IMHO. The move to relatively low priced table service to gain more experience before doing more risky, higher priced, dining.
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.
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
Who's to say we can't do them all ? The FF is a good money maker at times. It could be a stepping stone. I've done them all at the same time.
@walesmaven wrote:
Fast casual shops might be better prep for table-service dining that FF would be, IMHO. The move to relatively low priced table service to gain more experience before doing more risky, higher priced, dining.
Of course you/we can do them all. I was just referring to a logical learning curve for a shopper who is nervous about reporting requirements.
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.
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
After doing a few, the entire shop, including report, takes 10-12 minutes. I do the entire thing with my phone (report, pics, timing).
@Mishelle76 wrote:
@MFJohnston - woah! That's nice money for those shops. Do you find the reports pretty quick and easy? Also, these are mostly timed, right? Do you use your phone or purchase a stop watch?
Hard work builds character and homework is good for your soul.
Pacific NW- north of Seattle. One of the photos is a picture of the ordering window. I just don’t know how you get that inconspicuously unless they step away, but they’re pretty fast. I’m curious now... I do like the fact that you can pull over and enter the report easily on your phone. I’m still spending a good amount of time on reports.
@7star wrote:
What part of the country are you in ? There is one FF shop that is real easy that most likely is in your area. Easy is a relative term but there is only one timing involved and the observations aren't difficult. There is reimbursement for your food and you get a 'variable fee.'
If you haven't already, try joining MarketForce. They have easy FF places you can try. They should be available in your area. The food they offer has some healthy options and is made super fresh. Make sure only you join, not your partner/spouse if you have one. MF is picky sometimes about that.
@Mishelle76 wrote:
Pacific NW- north of Seattle. One of the photos is a picture of the ordering window. I just don’t know how you get that inconspicuously unless they step away, but they’re pretty fast. I’m curious now... I do like the fact that you can pull over and enter the report easily on your phone. I’m still spending a good amount of time on reports.
@7star wrote:
What part of the country are you in ? There is one FF shop that is real easy that most likely is in your area. Easy is a relative term but there is only one timing involved and the observations aren't difficult. There is reimbursement for your food and you get a 'variable fee.'
It’s not hard to get the photo... the cashier has to turn away from the window to process payment. You just have to be ready.... I live in Seattle.
Hard work builds character and homework is good for your soul.
Okay, I think I’ll give it a shot!
Nice to see a fellow Washingtonian here.
Nice to see a fellow Washingtonian here.
@MFJohnston wrote:
It’s not hard to get the photo... the cashier has to turn away from the window to process payment. You just have to be ready.... I live in Seattle.
I take the opposite approach. I think that friendly, polite, and welcoming are all reasonably objective descriptions.
“Made me feel welcome” might sound more neutral but it’s framed to describe how it was received. More subjective.
Friendly and welcoming should be used to describe the outward behavior, the appearance, not how it made you feel. That’s my approach anyhow.
“Made me feel welcome” might sound more neutral but it’s framed to describe how it was received. More subjective.
Friendly and welcoming should be used to describe the outward behavior, the appearance, not how it made you feel. That’s my approach anyhow.
@walesmaven wrote:
"In a welcoming manner" uses a modifier, so I consider it subjective. You could also say, "in a manner that made me feel welcome."
I have never had a shop rejected for subjective phrasing. Sometimes I will get asked for more detail to establish more clearly what was meant.
The fact is, that the only purely objective observations are going to be in the numbers. Everything else involves a combination of your sense and client objectives. You can be totally depressed or irritable and still recognize friendly behaviors. If you shop enough, you will have those days. It helps to build the skillset when you have to separate your mood from the situation.
It’s actually more difficult the opposite way when someone really makes me feel all kinds of good but just bombs on service.
The ratings where you’re asked about recommendations and your likelihood to return can be totally subjective. It’s still more helpful and professional to connect your biased opinion to events in a clear, constructive way. After all, you’re giving feedback on someone’s work.
The fact is, that the only purely objective observations are going to be in the numbers. Everything else involves a combination of your sense and client objectives. You can be totally depressed or irritable and still recognize friendly behaviors. If you shop enough, you will have those days. It helps to build the skillset when you have to separate your mood from the situation.
It’s actually more difficult the opposite way when someone really makes me feel all kinds of good but just bombs on service.
The ratings where you’re asked about recommendations and your likelihood to return can be totally subjective. It’s still more helpful and professional to connect your biased opinion to events in a clear, constructive way. After all, you’re giving feedback on someone’s work.
After doing another shop last night, I’m really seeing how extremely different each company is and their report requests. This particular one wanted all subjective answers. You do make a good point and that’s why I think there’s still a very fine line between objective and subjective with some of these dictations. Even all the posts to my thread varied. Thanks everyone for your helpful answers!! I feel more comfortable and not so worried about my reports.
@1cent wrote:
I have never had a shop rejected for subjective phrasing. Sometimes I will get asked for more detail to establish more clearly what was meant.
The fact is, that the only purely objective observations are going to be in the numbers. Everything else involves a combination of your sense and client objectives. You can be totally depressed or irritable and still recognize friendly behaviors. If you shop enough, you will have those days. It helps to build the skillset when you have to separate your mood from the situation.
It’s actually more difficult the opposite way when someone really makes me feel all kinds of good but just bombs on service.
The ratings where you’re asked about recommendations and your likelihood to return can be totally subjective. It’s still more helpful and professional to connect your biased opinion to events in a clear, constructive way. After all, you’re giving feedback on someone’s work.
@7star - Oh! I missed this post! MarketForce was the very first company I did coming back. It was a retail shop... a great first shop. I’m looking now at the fast food shops. It doesn’t look like they list the company until you accept. I think I’ll grab one since I already had a good experience with them. Thank you!
@7star wrote:
If you haven't already, try joining MarketForce. They have easy FF places you can try. They should be available in your area. The food they offer has some healthy options and is made super fresh. Make sure only you join, not your partner/spouse if you have one. MF is
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