MaryL Wrote:
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> What I notice about review scores, and this
> applies to other companies as well: The more
> negatives I bring up, the lower the score I get
> from the reviewer. If the shop went swimmingly
> well, everything was just perfect, she/he gives me
> a 10. Why hire us if all they want is praise?
> No, not the store's fault, it's the reviewer or
> the Mystery Shopping company. They are afraid the
> company management would get upset at the bad
> review. Honestly, that is the reason they pay us
> to find out what is going on.
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I hear a lot of people say that they get lower scores if there is a bad experience. I have yet to notice that from my own personal experiences as a shopper. Having read a lot of bad experiences, I can say that people have a tendency to be more opinionated and less objective when writing about a bad experience. I'm not accusing you of having done this. I'm just saying that I've seen it numerous times. I'm fairly certain that most editors, especially the IC editors, really don't care about the results of the shop. They just want to make sure that your grammar is correct, your report doesn't contradict itself, and you followed the guidelines.
People also have a tendency to forget the guidelines when employees do a bad job. For example, let's say that you're supposed to walk into a store and give the associate five minutes to approach you. If you are not approached, than you are to ask the associate something about any product in the store to begin the interaction with the associate. If the associate is sitting there texting for the first five minutes, there are plenty of people who think it's acceptable to just leave the store without ever having spoken to the associate.
Just remember to follow the rules and be objective, and you shouldn't get dinged on your scores for getting an associate who doesn't do their job.
Instead of writing:
"When I walked into the store, the associate was too busy texting her friends to even notice my presence."
Write something like:
"When I walked into the store, the associate was seated behind the cash register using her phone. She did not acknowledge me within the first five minutes, so I approached her and asked her to explain the differences between product A product B."