Trendsource/MSI removing someone from a shop for correctly reporting results!!

June 16, 2015 06:23PM

I have been a shopper with Trendsource for over 4 years. I have completed many shops over those years. I recently completed shops for a [client name removed] project that had been updated. I have read the guidelines and took a quiz and passed it. I had even verified with the coodinators the time and their trying to tell me that I did it wrong. Isn't that what cameras are for to compare your results with the cameras?? I spoke with Kathy today to ask why was I removed then she has the nerve to try an tell me that I was doing the timing wrong when I clearly explained to her that I didn't start timing at the window. Then she has the nerve to over talk me when I'm trying to tell her when I started timing!! WHO does that?? How can you tell someone that their doing the project wrong!! I have intergrity and I'm not going to falsify documents that's not me!! I wouldn't do another shop for this company AGAIN!! This makes no sense!! Then I actually told her I explained to the manager when the timing start and she tells me that I shouldn't be having a conversation with the manager. That I should only say that they'll receive the results in 72 hrs. NO, I'm not doing that if someone asks a question, escpecial if pretaining to the paperwork.

Mod note: Please do not link the mystery shopping company with its client. It is against forum rules and an ICA violation.

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.

More About Reports

June 16, 2015 09:53PM

Sorry you had a bad experience on that shop, but if I were four years in with a company I'd try to salvage the relationship. Four years of background is not something to let go. You can't gain anything from deactivating yourself and they won't care. Why not just back off and see if you feel differently some time later?

Mary Davis Nowell. Based close to Fort Worth. Shopping Interstate 20 east and west, Interstate 35 north and south.

June 16, 2015 11:51PM

if they tell you not to discuss anything with the manager...you can't discuss it..no matter if you think it is right or wrong

June 17, 2015 02:20AM

You are right about one thing!! That's if they tell you not too. I had emailed their coordinators an asked before talking with the managers and they gave me the okay!!

June 17, 2015 02:22AM

Mary I can understand what you are saying, but when you go out on a whim to help them out whether it by a phone call or self assigning you would think that they would value you as a agent.

June 18, 2015 09:07AM

If I'm reading correctly, you did a shop that required you to do some timing. And then you discussed said results with that location's manager and went into detail in how they were successful or not successful. I think that's where you went wrong. You weren't supposed to discuss results with the location's manager, only that they would find out how they did within 3 days.

June 18, 2015 11:27AM

I know you're disturbed about this but I believe the best thing you can do is determine exactly what went wrong (from their point of view) so that you don't repeat the mistake as they see it. You don't think you did anything wrong but they do and they cut the checks. Please try to get past this and maintain your relationship with the company. After all, we're talking about four years here and a lot must have gone very well during that four years. All of us have a little temper snit now and then and I understand. However, every time we lose our temper, we lose. Try to turn this into a win. To go forward here you don't have to be happy right now, they have to be happy. You can be happy later every time you get a check from them.

Mary Davis Nowell. Based close to Fort Worth. Shopping Interstate 20 east and west, Interstate 35 north and south.

June 18, 2015 12:51PM

@ebonygardner026 wrote:

I have been a shopper with Trendsource for over 4 years. I have completed many shops over those years. I recently completed shops for a [client name removed] project that had been updated. I have read the guidelines and took a quiz and passed it. I had even verified with the coodinators the time and their trying to tell me that I did it wrong. Isn't that what cameras are for to compare your results with the cameras?? I spoke with Kathy today to ask why was I removed then she has the nerve to try an tell me that I was doing the timing wrong when I clearly explained to her that I didn't start timing at the window. Then she has the nerve to over talk me when I'm trying to tell her when I started timing!! WHO does that?? How can you tell someone that their doing the project wrong!! I have intergrity and I'm not going to falsify documents that's not me!! I wouldn't do another shop for this company AGAIN!! This makes no sense!! Then I actually told her I explained to the manager when the timing start and she tells me that I shouldn't be having a conversation with the manager. That I should only say that they'll receive the results in 72 hrs. NO, I'm not doing that if someone asks a question, escpecial if pretaining to the paperwork.

Mod note: Please do not link the mystery shopping company with its client. It is against forum rules and an ICA violation.

You were supposed to start the timing when your wheels stopped at the pick-up window, not when you got in line. Your time should have been 60 seconds (near that) or less for your sandwich. If you did the shop I think you did, then you performed it incorrectly. You should also NOT be discussing ANY of the results with the manager in the store and instead, tell them their results will be available in 72 hours on the website. I can see two reasons why your shop was rejected. How did you get 100% on the quiz but not follow the directions? I have done many of these shops and in order to perform them correctly, you need to have a copy of your guidelines.

June 18, 2015 10:11PM

The very fact that you discussed the results with the manager is enough to invalidate the shop. Not following the Guidelines is just secondary because the first one automatically is a no, no, no. I hope this shop makes you a better shopper.

June 18, 2015 11:47PM

The timing indeed begins when your wheels stop at the pickup window. I did one shop in May where I was the only customer present, so I got to the pickup window quickly. In the end, it took 8 minutes to get my food. I timed it with my watch and with a timer app on my phone. The time was sooooo loooooonnnnnngggg that the MSC questioned me, and I explained exactly what I had done. They accepted it. BTW, I don't think that they can prepare the May sandwich in 60 seconds, but I didn't set the specifications.

Shopping Southeast Pennsylvania, Delaware above the canal, and South Jersey since 2008

June 18, 2015 11:53PM

A sandwich in one minute? Well, I guess if it is preassembled and placed in a microwave for a few seconds.
But will I eat it?

June 18, 2015 11:59PM

@risinghorizon wrote:

A sandwich in one minute? Well, I guess if it is preassembled and placed in a microwave for a few seconds.
But will I eat it?

If there are 4 cars in line (let's say) and your order was taken at 11:10 a.m., the theory is that all the orders are being worked on and by the time your tires stop at the pick-up window, you should be handed your sandwich in 60 seconds or less.

Now, if you were the only person in line and you get to the pickup window fast, it likely could go over 60 seconds (and has) that's why they have you explain the reason(s) why your order took over one minute.

Gone are days where you start your timing right after you order at the speaker, because there could be 5 cars ahead of you and they are trying to get more creative with the timings

June 19, 2015 12:09AM

I see. Thanks for the explanation. I never do drive through and I guess, never will.

June 19, 2015 06:29AM

@ risinghorizon
I'm aware that the timing start once my tires stop at the window until I receive my food. I have been doing these kinds of shop for forever even when the timing started at the speaker. I explained to her that the timing that I reported they were trying to say was incorrect because the cashier took forever to come to the window an once she did she was trying to give me someone else order because they were line for at least 4-5 minutes before I got there so they pulled out of line. I've always been a great shopper even after I went over the guidelines with her she still tried to tell me I didn't do the timing correctly.

June 19, 2015 06:42AM

@ Sunnydays2
I never said I discussed the result with the manager I never do that because I don't know their scoring system. That's why I asked the coordinators if that was fine and they told me yes. I said the manager asked about the timing ( when does the timing start) an I simply told her it starts at the window until I receive my food. I always tell the manager that they'll receive a email in 72 hrs telling them what they scored. As for the timing, yes I made 100% on the quiz, but I also did the timing as it started in the guidelines. They have changed the timing three times since I have been with them and I have never had issues with the timing, but now all of a sudden I'm doing it wrong. No, I started timing as soon as my tires stopped at the window until I received all my food. I also told MSI that if I would included from the speaker or anywhere other than at the window it would of been more than 1:15. Even when you report the finding it asks to explain what caused the delay if it over 60 seconds, which I did.

June 19, 2015 06:48AM

@ risinghorizon
I know right, its crazy. They have changed the program 3 times since I started. It went from timing at the speaker til you receive your food, then you had to write the exact time down when you arrive at the speaker, when you arrive at the window, and then when you receive your food. Now it's when you arrive at the window until you recive your food. Now, if I'm doing the timing wrong how come I would remember all these timing from different times in the program?? That's why so people just give up and don't even try because of things like this!! >

June 19, 2015 06:53AM

@risinghorizon
They are trying to get more creative, but the timing still is not going to be ready in under a minute unless you want some cold fries or a messy sandwich. I don't understand what the fast food establishments want?? Either the timing is going to be over that and tasting good or it going to be fast cold and sloppy like someone dropped your food on the floor.

June 19, 2015 07:00AM

@myst4au wrote:

The timing indeed begins when your wheels stop at the pickup window. I did one shop in May where I was the only customer present, so I got to the pickup window quickly. In the end, it took 8 minutes to get my food. I timed it with my watch and with a timer app on my phone. The time was sooooo loooooonnnnnngggg that the MSC questioned me, and I explained exactly what I had done. They accepted it. BTW, I don't think that they can prepare the May sandwich in 60 seconds, but I didn't set the specifications.

Yes it starts at the window until you receive your food. Like I told her if I would of started timing at the speaker it would of been about 10 minutes. There were two cars ahead of me when I pulled around the corner to pay and there's no telling how long they had been there before me. The car in front of me (I'm guessing ) had been there awhile because they ended up leaving the location. So once I got to the window (thank GOD) she asked repeat of my order because she was fixing to ring the car in front of me order as mine. She had to get the manager to void their meal before she could get to mine. I'm not even counting the fact that she look about 45 second before she even greeted me at the window.

June 19, 2015 07:12AM

@SunnyDays2 wrote:

@ebonygardner026 wrote:

I have been a shopper with Trendsource for over 4 years. I have completed many shops over those years. I recently completed shops for a [client name removed] project that had been updated. I have read the guidelines and took a quiz and passed it. I had even verified with the coodinators the time and their trying to tell me that I did it wrong. Isn't that what cameras are for to compare your results with the cameras?? I spoke with Kathy today to ask why was I removed then she has the nerve to try an tell me that I was doing the timing wrong when I clearly explained to her that I didn't start timing at the window. Then she has the nerve to over talk me when I'm trying to tell her when I started timing!! WHO does that?? How can you tell someone that their doing the project wrong!! I have intergrity and I'm not going to falsify documents that's not me!! I wouldn't do another shop for this company AGAIN!! This makes no sense!! Then I actually told her I explained to the manager when the timing start and she tells me that I shouldn't be having a conversation with the manager. That I should only say that they'll receive the results in 72 hrs. NO, I'm not doing that if someone asks a question, escpecial if pretaining to the paperwork.

Mod note: Please do not link the mystery shopping company with its client. It is against forum rules and an ICA violation.

You were supposed to start the timing when your wheels stopped at the pick-up window, not when you got in line. Your time should have been 60 seconds (near that) or less for your sandwich. If you did the shop I think you did, then you performed it incorrectly. You should also NOT be discussing ANY of the results with the manager in the store and instead, tell them their results will be available in 72 hours on the website. I can see two reasons why your shop was rejected. How did you get 100% on the quiz but not follow the directions? I have done many of these shops and in order to perform them correctly, you need to have a copy of your guidelines.

I have done many shops like these and I know when the timing starts and ends, but the one particular manger has been failing there shops so she is always disputing the results. I never go over the results with them, but some of ther managers will ask about when the timing start and I told her when I get to the window until I receive all my food. This is all that was said, not going over the result with them!! I had been at the location for almost 10-11 minutes, so do the math, if I had started at the speaker or anywhere else I wouldn't of report more than 1:15 for receiving my food.

June 19, 2015 10:41AM

ebony: I realize what you are saying but no discussion, even timings or how you time them, is allowed with the manager.

And, your statement: "They are trying to get more creative, but the timing still is not going to be ready in under a minute unless you want some cold fries or a messy sandwich."

This is not true. I have had almost ALL of my orders handed to me in under one minute, and ONLY one not handed to me in 60 seconds or less. My fries have always been served hot and in all cases, the sandwich was neatly wrapped, had delicious wonderful flavor and not messy.

Sorry, only registered users may post in this forum.

Click here to login

Trendsource/MSI removing someone from a shop for correctly reporting results!!

Create an Account or Log In

Official List of Mystery Shopping Companies

Mystery Shopper Magazine