how thorough are your narratives?

September 09, 2011 10:12AM

in general, how thorough are your narratives from shop to shop?

do you just tend to list comments on 'no' answers for most shops? or do you list predominantly comments on positive answers also? are your narratives as long if your report really doesn't have a significant number of 'no' answers?

if there are multiple narrative boxes in a report, i usually tend to fill out about one paragraph per narrative box if the narrative box addresses 5-10 questions. but i might fill out 2 or 3 paragraphs in the box if there is only one narrative box for the entire report. or if a text box is only for one question, then i just fill out a sentence, but most paragraph boxes usually address maybe 5-10 questions on many of my reports.

i sometimes feel that i'm doing more narrative than other people, but i'm not sure. my narratives may take longer for me to do than other people, because i like to be thorough. especially when i hear that a report should take less time than what i actually spend doing it. i've been mystery shopping for about 6 months now.

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September 09, 2011 11:40AM

I've found my best scores/comments typically come from narratives that just follow the questions. Nothing very creative or fancy.

Evaluating and mailing packages since 1994. I am an undercover connoisseur of customer service, a master of disguise in the aisles, and a sworn enemy of subpar experiences. I blend in, observe, and report—because excellence should never be a mystery.

September 09, 2011 02:48PM

I don't go overboard if not necessary, keep it to the facts, nothing elaborate unless doing a fancy restaurant and they want a story.

Live consciously....

September 09, 2011 02:58PM

RobinMarie Wrote:
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> I've found my best scores/comments typically come
> from narratives that just follow the questions.
> Nothing very creative or fancy.

I do pretty much the same. The narrative covers the aspects of the visit inquired about by the questions. Everybody wants an answer to 'no' questions and incorporating comments about some 'yes' questions as well can round out the little narrative description 'story'.

September 09, 2011 11:42PM

i generally do a play by play, incorporating positive comments with the negative ones. i'm hesitant to just write negative comments. when i'm at the shop location itself, i tend to make mental notes of what i'd like to include in my report comments or not.

my possible difficulty is that i tend to take longer on my reports that many other people might, because i like to be rather thorough. but there are others who probably don't get as detailed as i do.

September 10, 2011 12:32AM

Just be very careful that your narratives only report facts. Opinions, assumptions and suggestions should not be there. That really gets you down to the nitty gritty and helps keep the narratives short and quick. I could go on pages about the decor, but what they really want to know is whether it was clean and well maintained. If it wasn't, what was wrong that made me believe it was not clean and/or well maintained.

September 10, 2011 03:56AM

Flash Wrote:
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> Just be very careful that your narratives only
> report facts. Opinions, assumptions and
> suggestions should not be there. That really gets
> you down to the nitty gritty and helps keep the
> narratives short and quick. I could go on pages
> about the decor, but what they really want to know
> is whether it was clean and well maintained. If
> it wasn't, what was wrong that made me believe it
> was not clean and/or well maintained.

what about the statement: 'the teller was professionally dressed/groomed.'

is this a fact or an opinion?

September 10, 2011 04:15AM

I would say that it is opinion. What about him made him professionally dressed?

How about:
The teller was dressed in a clean and pressed suit and tie. He was clean shaven and his hair did not extend beyond his ears.

September 10, 2011 04:29AM

I tend to say....the Banker was dressed professionally, wearing a pressed business suit and tie. He was well spoken and had an engaging personality.
Something like that. No reason to say more unless the amount of words (200) is shown. My upscale retail need more words, but say how many...if they don't tell you that, keep it simple.

Live consciously....

September 10, 2011 06:14AM

okay, thanks. i technically reference the type of clothing that the person wears also, and maybe if they had a name tag or not.

September 10, 2011 11:33AM

Dissenting voice here....When a survey asks if the associate was professionally dressed, and it's only a yes/no answer, with no qualification needed, I don't see a problem simply referring to that in a narrative recap simply as "The associate was dressed professionally". No MSC has ever had a problem with me answering that way, either.

And Vince, while it's not a problem to include that in the narrative if not asked in the survey, it's no necessary, unless depicted in the instructions.

September 10, 2011 02:01PM

The "professionally dressed" thing can be a hard one, but often times what they consider professionally dressed is referenced in the guidelines. In those cases, saying they were professionally dressed would not be an opinion because they were dressed according to client specifications. Saying they were nicely dressed would be an opinion. Sometimes I will phrase it as "The associate was appropriately dressed", again meaning she was dressed as someone in that position would normally be dressed.

September 10, 2011 02:20PM

lisams901 Wrote:
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> The "professionally dressed" thing can be a hard
> one, but often times what they consider
> professionally dressed is referenced in the
> guidelines. In those cases, saying they were
> professionally dressed would not be an opinion
> because they were dressed according to client
> specifications. Saying they were nicely dressed
> would be an opinion. Sometimes I will phrase it as
> "The associate was appropriately dressed", again
> meaning she was dressed as someone in that
> position would normally be dressed.

Yes, I agree. When they're concerned about this, Uniform or mode of dress is usually defined in the shop instructions or guidelines.

September 10, 2011 04:05PM

I feel (at least here) professionally dressed for a male is a business suit and tie. I once had a female Banker wearing a too short skirt and blouse not tucked it, this was not professionally dressed, way too casual although nice, not professional. They need to know that, nice and professional for this occupation are very different. Your (hopefully) leaving money with them, they need to be professional, with tellers being able to get away with a little more casual look. I am a stickler for first impressions, and Banks are one industry that should have that to a tee.

I did a Best Buy where the employee was wearing a nice long sleeve shirt and tie. I realize different locations, say the boonies might lower their standards, but since I don't live in the boonies, my opinion is from a "city girl" point of view.

This narrative is only said when asked for.

Live consciously....

September 10, 2011 04:53PM

If you're getting 10's, you're doing it right.

Always Shopping Western New Y0rk

September 10, 2011 05:28PM

Great point...10's always work, and having so many different type shoppers from all over the country, varity is the norm.

Pobo35 Wrote:
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> If you're getting 10's, you're doing it right.

Live consciously....

September 10, 2011 07:58PM

I usually only elaborate on the way someone is dressed if they're not dressed appropriately (either by opinion or specified dress). I probably write more than others and comment on a lot of items if I have something to say and always to explain negative comments. I try to weave a story that they can follow and almost always get 10s.

I saw someone comment on another thread that they use the same report for more than one shop for differnt companies (shop occurs at same location). I was wondering what people think about this practice.

September 10, 2011 08:55PM

The naratives for the golf shops I do are out of this world. They want did they make yeye contact or smile. They want to know if you think they were making good comments about your round or not. the want a complete detailed description of the shirt and slacks they wear color and did they have the proper logo'son them and where. It can get a little hetic some times.

September 10, 2011 09:39PM

I have never even thought about using the same narrative for different shops...are two shops ever the same, not in my msing world.

Live consciously....

September 10, 2011 10:25PM

Irene -- I haven't either and when I questioned the ethics of it, I think I offended the individual who admitted using the same report for two different shops. The reasoning was that as long as you don't violate any of the guidelines it's o.k. I don't agree.

September 11, 2011 01:40AM

Avitoots...I'm with you on this one, and seems a little lazy in my book.

Live consciously....

September 11, 2011 02:28AM

Not just a little lazy but a good way to not get paid and get deactivated. Remember it's the same end client that receives the reports and they'll raise a fuss with the MS companies.

I write a very thorough and detailed narrative if the report needs a "tell us the full story" summation at the end. Then I let it all hang out, since I was once a journalist they get a story like I would have in the newspaper, quotes and all.

Her Serene Majesty, Cettie - Goat Queen of Zoltar, Sublime Empress of Her Caprine Domain

September 11, 2011 03:18AM

Cettie -- That was my thought exactly.

I tend to provide so much information throughout the report that when I get to the summary I have trouble writing the story without repeating myself.

September 11, 2011 03:52AM

Precisely. Depending on the report leading up to the narrative boxes... Today, the report was a zillion Y/N/NAs, with summary boxes thrown in the mix. When 'overall summary' was requested numerous times, I was beyond tired of the length and repetition of the report.

I'm all for telling the story, that's easy enough, regardless of number of required words/characters. KISS, Keep It Simple, Stupid, no novels, is my M.O.

Not telling it, over and over and over

September 11, 2011 04:30AM

Pobo35 Wrote:
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> If you're getting 10's, you're doing it right.

a lot of my shops aren't rated, so i don't always know.

September 11, 2011 04:33AM

avitoots Wrote:
-------------------------------------------------------
>
> I saw someone comment on another thread that they
> use the same report for more than one shop for
> differnt companies (shop occurs at same location).
> I was wondering what people think about this
> practice.

my impression is that it is restricted by just about every company.

September 11, 2011 04:38AM

avitoots Wrote:
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> Irene -- I haven't either and when I questioned
> the ethics of it, I think I offended the
> individual who admitted using the same report for
> two different shops. The reasoning was that as
> long as you don't violate any of the guidelines
> it's o.k. I don't agree.

Irene_L.A. Wrote:
-------------------------------------------------------
> I have never even thought about using the same
> narrative for different shops...are two shops ever
> the same, not in my msing world.

Irene_L.A. Wrote:
-------------------------------------------------------
> Avitoots...I'm with you on this one, and seems a
> little lazy in my book.

sometimes when i don't have the energy to write a proper post for a thread, i will just copy/paste a post that i've written from a previous thread from another forum.

just kidding. :p

Edited 2 time(s). Last edit at 09/11/2011 04:40AM by vince.

September 11, 2011 04:43AM

avitoots Wrote:
-------------------------------------------------------
> Cettie -- That was my thought exactly.
>
> I tend to provide so much information throughout
> the report that when I get to the summary I have
> trouble writing the story without repeating
> myself.

i find that i repeat myself a bit when many of the questions tend to repeat themselves in different ways and i have to fill out narrative boxes. then after that, the report may also require a narrative summary. then i just have to rephrase the sentence.

September 11, 2011 05:15AM

Vince -- I've had questionnaires that were very redundant to the point that they asked the same thing three or four times and then asked for a summary. My thought was how many different ways can I say the guy didn't offer a test drive? (I don't remember exactly what the issue was but it was something this simple.)

September 11, 2011 05:57AM

Seems to be, how many ways can you say the same thing. I'm doing two tomorrow I do monthly and know the report wants narratives after everything, from 200 up to 600 words....saying the same ole, same ole in a different way does get creative, but I do about 6 per month, and each one is individual. Wouldn't consider "cheating"...by the bye, who does that?

Live consciously....

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