While recently performing a decently bonuses Del Taco assignment, I noticed a poster just behind the service counter entitled “Mystery Shopper Scores.”

DT = Del Taco ?!

Problem is....DT only does mystery shops about 1x every year. It's when they roll out a new product and want to see how the employees are preparing it and also "selling" it. One year it was that "torta". Another year it was the stuffed quesadilla tacos. It has been the same MSC doing it the last 3 times (or more). They also set up the program to get possible bad information. They penalize the honest shopper for the employee failing to upsell. What does that do? It causes (or could cause) shoppers to say they were upsold even though they weren't because they want the drink and fries. Not everyone will be honest and do the right thing. So why set up the shop in such a way that causes a shopper to potentially be dishonest? Just let the shopper order the combo and report on if it was suggested or not. The brain trust at the MSC and at Del Taco is too obtuse to see the stupidity in the design. As much as people hate 5g and complain, can you imagine if you could only get the burger if they didn't suggest the fries and drink? At least that MSC had you order the whole meal after it was not suggested and report on if it was suggested or not.

I would be curious what the percentage of "upsells" were for this project. If it was 70% or higher, I would really doubt the validity of the numbers.

Wish I had Del Taco in my area!

You’re absolutely correct and it’s so puzzling that those who created this set-up for the company didn’t realize it when they created it and still don’t.

@hbbigdaddy wrote:

They also set up the program to get possible bad information. They penalize the honest shopper for the employee failing to upsell. What does that do? It causes (or could cause) shoppers to say they were upsold even though they weren't because they want the drink and fries. Not everyone will be honest and do the right thing. So why set up the shop in such a way that causes a shopper to potentially be dishonest?
...
As much as people hate 5g and complain, can you imagine if you could only get the burger if they didn't suggest the fries and drink? At least that MSC had you order the whole meal after it was not suggested and report on if it was suggested or not.

Sorry, I'm totally out of touch with these shops now and which client is shopped with which MSC. But I experienced similar issues (not necessarily upsell), maybe over five years ago, with the chicken finger company. If you reported any negative but factual infractions, it was an unpleasant and drawn-out back-and-forth. It could be easily verified and fact-checked through video. This is one of those shops, where I am glad I no longer do. Not worth it, to me.

@Okie

This has nothing to do with shop results. This MSC doesn't push back on you like the chicken finger MSC. They just set up a crappy scenario that penalizes the honest shopper and are likely reporting false information to Del Taco.

Maybe next year, i do a shop and order the fries and drink even if they don't upsell. Then in my commentary, i state, "Your employee failed to upsell me and I should not be penalized for their failures. I was thirsty and upsold myself." We'll see if that shop still gets accepted.

I sure hope these clowns monitor the forum. Maybe one of them will wake up. I like how @mfisherri at least pays attn to her MSC comments.

On a side note...i wonder how many MSC management monitor the forum to see what is going on at other MSC and the rumblings or praises they are getting. It is basically free information about their competition. Although some of it is not always true information.

@hbbigdaddy wrote:

This has nothing to do with shop results. This MSC doesn't push back on you like the chicken finger MSC. They just set up a crappy scenario that penalizes the honest shopper and are likely reporting false information to Del Taco.

Yes, my previous post was not related to the upsell scenario discussed in this thread, where a shopper may be incentivized personally driven/motivated to get extra food reimbursed, by conducting the shop incorrectly. But just sharing an old general observation. In my previous post, I was sharing my own general observation from the past.

... Edited for clarification, to hopefully make this post more clear.

Edited 1 time(s). Last edit at 09/20/2024 04:38PM by Okie.

Anyways @DT thanks for sharing. I should have just liked this and moved along on my merry way.

@hbbigdaddy wrote:

Maybe next year, i do a shop and order the fries and drink even if they don't upsell. Then in my commentary, i state, "Your employee failed to upsell me and I should not be penalized for their failures. I was thirsty and upsold myself." We'll see if that shop still gets accepted.

I sure hope these clowns monitor the forum. Maybe one of them will wake up. I like how @mfisherri at least pays attn to her MSC comments.

On a side note...i wonder how many MSC management monitor the forum to see what is going on at other MSC and the rumblings or praises they are getting. It is basically free information about their competition. Although some of it is not always true information.

haha yea, I’d resist that temptation..I performed on of these assignments awhile back and it was rejected because I described exactly what was said and that the order taker asked me “anything else?” which I had hoped would squeak by as an upsell (or I’d at least receive a ‘we’ll accept the report this time but, in the future, don’t interpret that as an upsell’) and I added the fries and drink. -no warning or anything, the entire shop was just rejected. They are incentivizing mystery shoppers to lie to them. For me though, I just wait and, if they get bonuses enough, I’ll perform them. If they don’t reach an acceptable bonus, more for everyone else.

Did four of these (one Drive Thru, three Dine In) Was asked Anything Else twice and upsold twice. I took the drink but wasn't interested in the fries. I don't need to lie for a drink and fries. YMMV.

@melg wrote:

Did four of these (one Drive Thru, three Dine In) Was asked Anything Else twice and upsold twice. I took the drink but wasn't interested in the fries. I don't need to lie for a drink and fries. YMMV.

How magnanimous and noble of you to be content with two tacos and a few dollars and not be tempted by any additional compensation. No one "needs" to lie. The point we made is that the company has incentivized people to do so. I'll continue to wait for them to increase the pay prior to accepting them. If, they're taken before then, more tacos for you!



Edited 1 time(s). Last edit at 09/22/2024 05:27PM by DT.

I'm happy spending my own dime at Del Taco, so I'm always open to snagging a shop regardless of the parameters.

And, even if I weren't diabetic, I'm happy to skip their fries because they suck, as do all crinkle-cut offerings.

I just wish there were more shops in my area.

Plenty of DT locations, but typically only one about 30 miles away gets shopped. Sometimes I'll book a set of shops out that way, but I have not been in the mood lately. As such, I missed out on the carnitas round.

Funny how you think they suck.

I think Carl's Jr and Burger King fries are among the worst. Those suck like no other.

I don't have a problem with the shape of fries. The taste matters. However, I do prefer that my fries are not curly. I feel that they cheat you with portion size because they fit less curly fries into the container.

I remember telling one of the barely speaking English workers at Arbys that I wanted a discount because the fries were curly. She didn't know what to do and to shut up the "gringo" she gave me 25% off. It was the only time I asked for them to "straighten" my fries or offer me a discount.

I don't have a problem with DT or RC fries that are crinkle.

@CoolMusic wrote:

I'm happy spending my own dime at Del Taco, so I'm always open to snagging a shop regardless of the parameters.

And, even if I weren't diabetic, I'm happy to skip their fries because they suck, as do all crinkle-cut offerings.

I just wish there were more shops in my area.

Plenty of DT locations, but typically only one about 30 miles away gets shopped. Sometimes I'll book a set of shops out that way, but I have not been in the mood lately. As such, I missed out on the carnitas round.