Some employees figure it out thru experience. Some clients share shopper reports with employees as a training tool. Some shoppers give themselves away by questions, comments, etc.
Also, I've had questions come back after a report was submitted. During a gas shop, the cashier did not acknowledge me or state my purchase total. He wasn't rude, just simply did not communicate as the brand expects. I reported as such.
A few weeks later, I got a inquiry from the MSC asking if such and such took place. After getting my report, the station reported back who they thought was the shopper as rude. As it turned out, it was a different customer who came in on the same day but at a different time. The program manager told me the matter was resolved via tape that verified my interaction and the other customer's. Case closed.
This is a different scenario, but the point being sometimes clients do report back on a shopper after receiving our reports. And, as Ceasesmith mentions, certain circumstances can be a reason for deactivation. There is no question in my mind if the tape was not available, I would have been deactivated from that location. When it comes down to a he said she said scenario, the one with the most power will prevail (revenue = the client).
@johnb974
How could the employee report the mystery shopper when they are not suppose to know who they are?[/quote wrote: