Have you seen improvements at location after your shop?

Perhaps it was your report or several reports, but it is nice to see the results of how shopping pays off for the client. Here are a few that come to mind.

A health facility in a dark, ancient dungeon of a building, closed so they could remodel, a post office with a parking lot full of pot holes paved the parking lot, and customer service at several restaurants/grocery stores improved.

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I love it when I point things out in my reports and don't see the issues the next time I shop them. Employees at one retail store were not wearing their name badges because they would get stuck on something. I noted this in my report. The next quarter when I shopped them, the badges were pinned to the clothing.

One QSR did nothing. I noted in my report that the water tap of the fountain machine released Sprite. They never changed it.

An employee at a retail store was stealing. She was gone 2 months later.

"There's so much trouble in this world; surrounded by miracles" - Citizen Cope


Edited 1 time(s). Last edit at 05/05/2019 10:47AM by HonnyBrown.
I noted displays in the aisles at a 99 Cent Store, making it hard for two carts to pass each other. The next time they were gone. It put a smile on my face.
A non-working faucet got replaced. A pot hole was repaired. A dank, smelly bathroom with inadequate lighting was totally remodeled. Filthy trashcans were replaced with new ones.

Two gas stations were de-branded. Unfortunately, they were local, and I'm no longer allowed to be a customer at either one.

sad smiley
I do not doubt that our reports make an impact sometimes but some of these issues may have been on a list to fix anyway. I did see changes to a salad bar where the food was put out partially frozen in my report. That same salad bar though still has other issues I reported years ago. The restaurant is no longer shopped but I go there on my own dime and last time spoke with the new kitchen manager about the other issues. He thanked me.
I used to always report women's restrooms with no purse/clothing hooks. I don't think any of them ever changed that I am aware of. I just now realized that I have not reported that issue for years. I need to start again. Perhaps this issue only makes sense to female managers. Males generally, not always, seem to walk around with little to no extras while women have purses, jackets, shopping bags, baby things etc. and perhaps due to anatomy do not need to hang as many things up.
I just did a small job and both employees (although nice) were wearing soiled aprons, which was a turnoff to me.
I told that in report, and suggested they take new aprons each day to appear fresh and clean. I just received a ten and thanked for a job well done...so sometimes, even though negative, they need to know, and I'm going back (on my own) to see if it's been changed.

Live consciously....
I shopped a bank branch and the sign was falling apart, there were street people hanging out front. Next month sign was fixed and there was a security guard. I believe I did make a different.
I was doing a pizza shop and making discrete timings. When I was on my way out, a couple at a table asked me if I was a mystery shopper. I neither admitted nor denied, but we started talking. They said they owned a hardware store nearby, and got value from the reports the shoppers submitted.

"There's so much trouble in this world; surrounded by miracles" - Citizen Cope
Sometimes it happens, especially on high end hotel/casino and nightclub shops, but some clients do not seem to care or read reports.
Still can't get help at Best Buy after years of buying on my own and shopping them, unless I track down a Salesperson and ask.....

Live consciously....
How did they identify you?

@HonnyBrown wrote:

I was doing a pizza shop and making discrete timings. When I was on my way out, a couple at a table asked me if I was a mystery shopper. I neither admitted nor denied, but we started talking. They said they owned a hardware store nearby, and got value from the reports the shoppers submitted.
They saw me using the stopwatch on my Samsung.

"There's so much trouble in this world; surrounded by miracles" - Citizen Cope
A gas station CS was filthy, the soda and hot coffee counter had multiple spills, was sticky, and there was a dirty rag under one of the machines, and the hot food grill had gunk all over the glass. It was disgusting, there were boxes of crap laying everywhere and paperwork was all over the front counter. The employees were surly, and made me feel unwelcome. I definitely did not feel comfortable in that store. The thing is, the gas station was not that old, it was maybe built seven years ago. It was the worst report I'd ever written, and even though it wasn't required, I had taken pictures and let the MSC know that I had pictures should the client need them. The client did not.

I did another shop there about 8 months later, and everything was improved. New equipment, everything was clean, nice employees.
Better bar service and name tags at a local bowling alley. Organised aisles at a home improvement store. Unfortunately, I wish our reports could have saved Gymboree too. I loved shopping there.
@Irene_L.A. wrote:

Still can't get help at Best Buy after years of buying on my own and shopping them, unless I track down a Salesperson and ask.....
That's odd; salespeople pounce on me within seconds after I enter the store. Maybe I look like a thief?
@Mum wrote:

Better bar service and name tags at a local bowling alley. Organised aisles at a home improvement store. Unfortunately, I wish our reports could have saved Gymboree too. I loved shopping there.

Bain Capital killed Gymboree, not bad service or products. The company was burdened with debt. Same as Toys R Us.
Did a gas station shop and the C-Store portion required a purchase. I was told by the associate that they did not have any receipt paper and were unable to give me a receipt. Fast forward a couple of months, lots of new people and plenty of receipt paper. Busy busy station.
I shopped a gourmet hot dog station with a mean and snarky guy behind the counter--the kind of person who makes you feel bad about eating there. Within days after I reported the shop, he was gone.
Was your c-store purchase cash?

That happened to me. I paid cash, and forgot to get my receipt. I went back 20 minutes later, and she magically could not find it. I shopped that location two months later when the rotation was over. She was gone.

@ewalsh wrote:

Did a gas station shop and the C-Store portion required a purchase. I was told by the associate that they did not have any receipt paper and were unable to give me a receipt. Fast forward a couple of months, lots of new people and plenty of receipt paper. Busy busy station.

"There's so much trouble in this world; surrounded by miracles" - Citizen Cope
A restaurant with a salad bar that never had tomatoes. I mentioned it in a report because they asked for suggestions, and the next time I was there, they had tomatoes. They also used to serve the baked potatoes still wrapped in foil. I mentioned how awkward it was to eat from the foil wrapped potato or try to remove the foil myself....next time, no foil! I used to shop the same gas station once a month for a while. Anything I mentioned was taken care of by my next visit. I love it when the store-level managers and employees take the reports to heart and follow up on what they find out.
My favorite part of this job is seeing associates' performance improve over the course of a program. smiling smiley

Administrative Manager for Shoppers' View
p: 616-608-1594 | e: christinew@shoppersview.com | w: www.shoppersview.com
The manager acted like he was going to have a heart attack when I returned a pair of shoes. Some change fell all over the place as he berated me and angrily handed me my refund. He hurriedly walked out of the cash counter, leaving paper materials all over the floor.

I never saw him again after that incident.
The most substantial changes I have observed have been shops completed where the guidelines specifically ask for subjective comments and recommendations. Sadly, there are few of those with most firms blinded by quantitative facts and unable to see qualitative issues.
When I do my gas station shops, within a month I can see noticeable improvements. Canopys getting a whole new facelift, skirts on dispensers replaced. Receipt printers back in working order. In reporting those details are that companies eyes on needed improvements. Those maintenance crews just follow along behind me.
I shopped a Super8 once and it had several issues inside and out. I was back there a few months later and all the issues were corrected! Made me feel good, especially when compared to shops I do over and over and problems I point out are never corrected.
@ShoppersViewChristine wrote:

My favorite part of this job is seeing associates' performance improve over the course of a program. smiling smiley

I, on the other hand, couldn't possibly care less. I'm not very emotionally invested in the end clients though.

There are reasons that a body stays in motion
At the moment only demons come to mind
I shopped a retail electronics store that had employees posted at the exit who were supposed to check receipts against merchandise before marking the receipt. They were marking them without looking at me or the merchandise. I reported this for three weeks in a row (I shopped it every week for a while) and the employees started perking up, asking to look in the bags, and making sure the items matched the receipts. They forget from time to time but I always mention whether they do or don't, and every time I mention it, I notice that they start doing the right thing again. It's a security issue.

They haven't fixed the stall in the women's restroom which has had the same sign, "Out of Order Sorry for the inconveience" (yes, misspelled like that) on the door since November 2017, so some things don't get corrected.
Did I post this before? Anyway, I take no credit for the apparent improvements. A restroom stall door was fixed, a flag was replaced, and an entire parking lot was resurfaced. I would guess that other customers and mystery shoppers said something about those conditions. The parking lot place has many visitors who shuffle or use devices to help them get from place to place. I would guess that someone's advocate or a vocal person pointed out that the expected clientele were at greatest risk, even though all visitors faced some risk from visible holes and those lurking under mud, snow, and ice...

Recently, I described conditions that probably (well, actually) indicated fire code violation and ADA violation. These were not specifically mentioned in the survey, but you know big mouth me... When I get a chance, I will go back to the location on my own time and look at those questionable conditions.

A person should always choose a Halloween costume which is in direct contrast to her personality. (Lucy Van Pelt. From 'It's the Great Pumpkin, Charlie Brown'.)


Edited 1 time(s). Last edit at 05/08/2019 10:53PM by Shop-et-al.
My most substantial change was one post office in town. Last month there was only one employee working the front and 27 people in front of me. It took me over 45 minutes to do the shop. I notated that I saw four other employees in the back and she even went back and asked for help but no one came up front. It was always at least 20 minutes there for almost two years. Came back last week and I was in and out in under two minutes after 4 pm on a Friday afternoon, same time I shopped the previous time. There was only one man at the counter but a manager helping in the lobby. I was totally shocked. The manager saw my expression and said that he was new there and they completely reworked how they are doing things. I hope it was from my survey, it was a complete change in a month!
One Grocery store i shop regularly they always have clerance items ,but these were thrown willy nilly in a shopping cart or two or even three.Next time i went in the stuff was organized on a display rack.
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