It's beyond frustrating to regularly go to a location and see your feedback ignored

I mystery shop Shake Shack, whose MSC assigns you the same shop on a monthly basis, sometimes more than once. My closest shake shack, my "home" location, is one I probably go to twice a month at minimum. It had been open since around the start of the project, but in the last year or so waits for food have ballooned to the point where it's no longer fast food. I'm talking 15, 20 minute waits for a hamburger, EACH time I go, and it's been like that for way too long. I know the client knows this, but nothing's been done for over a year despite me constantly giving them well-justified negative evaluations. At this point, why even mystery shop a place if you aren't going to try and fix it? Just write it off as a lost cause and stop paying me to go there.

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.

Already a member? Log In.

You can only do so much. Instead of trying to affect outcomes, just focus on the feedback.

In the case of Shake Shack, the lines are not necessarily a negative. They are making money nonstop. They want more people waiting and the kitchens grinding at capacity. If they improve the ability of the kitchen to fill orders, they will still want more and more people coming in the door.

I assume you are not in NYC. I can't imagine a Shake Shack without a line out the door.
I see the same issues at one location I shop regularly. I remain objective, and act like I am seeing it for the first time.

"There's so much trouble in this world; surrounded by miracles" - Citizen Cope
It is annoying at times I will admit. I have the same issues for Little Ceasers but I do a minimum of 5 shops a month for this particular MSC. But like the others said, there's not much you can do about it. And look at the bright side, at least you are still getting paid plus getting a free meal to do it smiling smiley
If they can make people believe that their product is worth waiting for, people will line up and wait. It is queueing. I hated it in workplaces because work was unpleasant during near-constant crush times. But it is their business, and the technique works.

Some of the days in November carry the whole memory of summer as a fire opal carries the color of moon rise. - Gladys Taber
The wait TO order isn't long. It's the wait for your order to be made. I'll be in and out of the line to order within five minutes. Then I take over twenty minutes to get my food.

I am in NYC, though this particular location is in a suburb. That being said, there are plenty of locations in NYC that I shop where there are no people waiting in line when I arrive.
And it also kinda feels good when you see a restroom that has been cleaned, a pothole has been repaired, or the broken toilet you reported and reported and reported has been repaired/replaced.
I couldn't possibly care less personally. I provide information. What they do or do not do with it is their problem, not mine.

There are reasons that a body stays in motion
At the moment only demons come to mind
If I were the OP, I would care, too. Yes, I mystery shop mainly for the money, but time is money. Waiting 15 to 20 minutes for my food to be ready would cost me flexibility in scheduling/doing other shops for the day, etc.

Also, there are other benefits to being a mystery shopper. For me, one of those benefits is knowing my work helps the client maintain or improve the quality of its service/product. If there were two shop opportunities and they required about the same amount of time/effort and paid about the same, I might do both shops for the profits but I would probably be less satisfied with the one that seemed to ignore feedback.
I have to agree (to an extent) with BG, I do my job, and it's up to those clients reading report
what should be fixed, although I admit out of ten jobs, I have maybe two negative reports.
The after effect of our reports has nothing to do with us, they have many shoppers doing same report, so, if one complains out of the ten doing same, they have to decide what's worth changing....my job is done.

Live consciously....
There was one grocery store which had a pothole right in front of the entrance. It was hard to avoid when dry, and a booby-trap when filled with water. I reported it 3 months in a row. It was fixed when I showed up for the audit in month 4. I got paid either way, but I was pleased that it was fixed and the manager told me that he pleas fell on deaf ears, but my reports got action.

Shopping Southeast Pennsylvania, Delaware above the canal, and southwestern NJ since 2008
I do not take credit for changes. I believe that other people notice the same things. It might be the power of numbers if customers and shoppers say something, the power of officialdom and a submitted, or the power of a schedule. Perhaps some locations make changes per dollars per time frame or for x number of locations stores per quarter, per year, etc. If everyone on the planet thought like a risk manager, there would be no issues to report because tptb would always be aware when safety changes are needed!

Some of the days in November carry the whole memory of summer as a fire opal carries the color of moon rise. - Gladys Taber
I agree that my job is simply to report the situation as it was when I was there. However, there is a sense of accomplishment when comments about negative situations are responded to at the store level. I used to shop a handful of a chain stores on a monthly route. Most of the stores were in serious need of care and employee training, but one store always had corrected previously reported issues when I was there the next time. It made me feel like I was the store manager's anonymous, silent partner in keeping his store neat and running well.

Edited 1 time(s). Last edit at 09/09/2019 12:28AM by Sandy Shopper.
I report the facts only.

When it is a shop that I've done in the past, I always check my file on my computer of the photos I've taken previously of that shop. I have a comment section on my worksheet labeled "prev find" (previous findings) where I list what was found in the last shop report. I just write those problems areas I found the last time there and upon doing the shop, ensure I doublecheck those areas.
Of course, the questions on a report such as customer service or a pleasant employee are not there. But, that's something that changes without physical things happening (repairs, etc).

Sometimes those things are fixed, sometimes, no. I wonder if I was too "white glove" or it was ignored.

That makes no difference to me!

But, I began doing this after once receiving an E-mail stating that a previous shopper had found problems where I did not.
Could it be that the problem area occurred after my shop or did I just miss it?
I don't know - I suppose it depends on the violation or problem.
Sorry, only registered users may post in this forum.

Click here to login