Beyond Hello - Anyone else experience confusing feedback on reports?

Greetings, fellow shoppers (and any night owls that might still be up)!
Looking for some insight on your experience with editors at Beyond Hello. I've been shopping for over 10 years, just casually, maybe half a dozen shops a month, but I consider myself an experienced shopper, having done a wide variety of industries for several different companies over the years.

I did what I think was my first Beyond Hello shop last week, for a wing lunch, and was really surprised to have the editor email me today with only a score of 7, due to 7 alleged errors or contradictions. He listed the question number of each error/contradiction and a short reference to the topic, but unfortunately, I didn't see an option to save a copy of my report before I submitted, so I'm having a hard time understanding how the form's question was worded and how I could have made so many mistakes. I did reply to him and ask if I could get a copy of my original report, so that I could better understand my errors. Waiting for an answer back.

Couple examples I got dinged for that I can remember from the form:
1) The greeter and the server were the same person, so I answered the grid questions about the person while she was serving in each capacity, then commented in the closing paragraph that one person was acting in two roles. Evidently this was an error, as the editor said he changed my report to say I did not have contact with a greeter. Not sure how I would know that I was to answer that way, as there was no directive in the instructions to apply to this circumstance.
2) Another question asked if the condiment station on the table was present, had all the appropriate pieces, and was clean. I answered that it was. In my commentary, I mentioned that the ketchup bottle was getting close to being empty before I finished my meal, but the server didn't come by for me to ask for another bottle. The editor counted this as a contradiction against me, since the bottle wasn't full. The question didn't ASK about the level of fullness, just if the containers were there and clean.

The other supposed errors/contradictions were similar, but without seeing the form again, I'm uncertain how I could have really been off on so many. I have a feeling my commentary was too much information, which for most MSC's, that is usually desired, but maybe not so here.

I'm just a little befuddled how this shop could have been so "off," as I usually score 9-10's with other MSC's.
I see there are more of these shops open in my area, but I'm a little gun-shy now, until I can figure out what happened. Anyone else have any insight to share on these shops? Thanks much!
Chris

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.

Already a member? Log In.

On "the server" they wanted you to comment about your experience with that server. When you blend them together, you are almost saying your greeter served you.
Your answer was contradictory when you said "yes" about the condiment station at the table then later said the ketchup was low. You should have answered "yes" that it was present, clean and all the pieces present. The question did not ask if the condiment bottles were full. They are looking to see if the condiment station is "on" the table. They are not asking if the condiment station is full smiling smiley
Yes, in this case, my greeter DID serve me. The form had a different grid for greeter, which I checked the boxes for the items she did as a greeter, then in the server grid, I checked the different items she had done as a server. Then I commented at the end that the same person did both roles. Evidently, the editor wanted me to say there was no greeter. ??

Same for the condiments: I answered yes, all items were on the table and clean. The editor did reply to me today, and said on that question, I should have said NO, since the bottle wasn't full. (That wasn't part of the question.) In my closing summary/commentary was where I mentioned the bottle being almost empty (after I had used some), and in hindsight, guess I should have omitted that.

Editor said he couldn't give me a copy of my report to see the other contradictions, so I guess IF I would ever do another of these, I should screen shot my submission so I can look back if there are issues. And perhaps I should give less commentary in closing, even though you would think the client would want to know what things (outside of the form questions) might be influencing a guest to not return. But, maybe not?
Beyond Hello is using sassie software. To save a copy, if you are using Chrome, use print and "save pdf." If using IE, use print, and cute pdf (download cute pdf for free).

Not my circus - Not my monkeys @(*.*)@

~Polish Proverb~
@dalpal wrote:

Same for the condiments: I answered yes, all items were on the table and clean. The editor did reply to me today, and said on that question, I should have said NO, since the bottle wasn't full. (That wasn't part of the question.) In my closing summary/commentary was where I mentioned the bottle being almost empty (after I had used some), and in hindsight, guess I should have omitted that.
The editor is correct in this situation. The answer in your report contradicted your final commentary. By offering more than was asked in the report, you kinda shot yourself in the foot.

@dalpal wrote:

And perhaps I should give less commentary in closing, even though you would think the client would want to know what things (outside of the form questions) might be influencing a guest to not return. But, maybe not?
The client pays the MSC and the MSC pays the shopper. It is not for shoppers to decide what to tell the owner how to run their business and this includes "free reporting." If it is not on the report and/or in the guidelines, don't mention it. The exception would be if the report has a section for giving your opinion or discussing anything else that happened during the shop which was not covered in the report. Some clients offer that option, many do not.
My greeter served me too...greeted me, walked me to the table and then served me (I had the exact shop you did) but I put down the server on the server column information. The client may be confused what your wrote... with the hostess or the customer experience person .....but it was in fact, your server that served you. Because you were greeted, seated and served by your server, it is your server information they are looking for smiling smiley
dalpal, I did one of the wing shops a few weeks ago, looked, and was scored a 9. I wanted to say what I do is always print out the questions (sometimes more pages than I want!) and before I submit, print a copy of my completed report on the other side of the questionnaire, so I will have a copy. If there is a narrative, I tend to write mine on Word, then cut and paste, then save that doc as well. From reading the forum, I have started to print the PDF out, were available, and have started a SHOP PDF file on my desktop (I copy the PDF from the download file, paste it on my desktop, and then move it to my file)...ok, my OCC is showing. But, it also means I have at least one copy, if needed. And, like MD, I am not as tech savvy as most, so even tho there are better ways to do it, this works for me.

And yes, I have boxes of reports and receipts out in the garage. I have started to shred 2 yr old and older reports, so that is an improvement! smiling smiley Receipts I hold longer.

Edited 1 time(s). Last edit at 07/27/2015 12:40AM by imsuzie2.
Uh oh... my greeter served me too. This was my first dine-in for this restaurant through this MSC. Looks like I'll be getting dinged too. I think what we did makes perfect sense, but can see why its contradictory to say we encountered a true greeter when we did not sad smiley

Doing what I can to enhance the life of my family! I LOVE what I do smiling smiley
Thanks, everyone. I appreciate the feedback and will know better how to report if I do another of these.
Have a great week ahead! smiling smiley
To clarify: There is usually a host or hostess who stands by the front podium in the lobby. If a host or hostess seats you then you fill out the host column. If the location is short-handed, oftentimes the server will walk you to his/her station, hand you a menu and take your order. In this case, the server is the person who served you and whom the client wants to know aboutsmiling smiley
I ended up getting a 9 due to some "minor errors." I'll take it and now I can say, lesson learned.

Doing what I can to enhance the life of my family! I LOVE what I do smiling smiley
I have a program called lightshot that I downloaded and use. I use it as a screenshot and take a copy of all reports that I send in that I cannot get a copy of when the report is sent to the MSC. This way, I always have a copy of the report and I name it the name of the visit and the date. Example the name would be: BeyondHelloChicWingsRestWackerRdChcagoIL070715. Just a thought.

Incognito

silver certified
Beyond Hello is a bit different than GFK which used to do these but I've had no issues on these particular shops. I think they need to boost up the reimbursement unless they just want us to drink water on the dine-in so I'm waiting until they are bonused except the take-out. My problem with Beyond Hello as of late has been these "take out" orders for fast food places we have to apply for and nothing happens...They had around up to the 26th, a round now until the 31st and it seems people just apply and ...nothing happens. It's frustrating.
They have a quota and when the quota is reached for a particular area, they stop assigning them. They should close out the project when this happens but 1) they are either too busy/lazy or 2) they keep the applications pending due to the potential for flakes.
I have a 10 rating after doing 15 shops including two at $100 a piece. Weird they didn't assign me a simple fast food shop.... maybe it's one of the 2 other companies which recently "merged" with Beyond Hello....If It's Market Researchers handling it there was one I did for the first time which due to the sun glare it was impossible to read the board so on their system I probably don't look all that great.
Mystery Researchers is the only remaining MSC of the three companies but they use the BH software for their assignments,
BH is the company I have been with the longest. I have to say, since the merger, communication has dropped from a 10 to a 5, And the reviews take a longgggg time and are not consistent. dalpal, you do not need to comment on how much is in the ketchup bottle. That is not in the guidelines. When you comment on things that arent required/in the guidelines, and really dont affect the shop scenario, you open yourself up for points lost.

~~~~*~~~~~*~~~~~*~~~~~*~~~~~*~~~~~*~~~~~*~~~~~*~~~~~*~~~~~*~~~~~* Shoppin' Mama of 4 lovely & unique girls and Nana to Bella, Delilah and Lincoln, shopping in Oregon and parts of Washington
I just did one of the wing shops and sat at the bar for the entire visit. The grid was difficult to complete since the bartender was my server. In some areas under the server section, there was no choice to indicate that I did not have a server so I had to check N/A. Will be interesting to see the feedback comments.
Good to read this as I have a wing shop tomorrow and when I printed out the instructions it was 25 pages. I really don't want to go because I don't have a car to get there and it will be 100 degrees out, but I can't cancel because they keep giving me citations.
Sorry to bring up and older(ish) thread, but I did one of these shops today and have a question. The lunch shop is 11:00am-2:00pm. Do I have to be finished and gone by 2:00pm? Some companies/shops just want you to have started by the end time, and other want you to have completed it fully by the end time. Does anyone know where Beyond Hello stands on this?
I always try to stick as close as possible to the earliest start time, myself. I have had shops run a little long and finish a few minutes after the end time--I have a policy of not naming my MSCs or clients unless absolutely necessary, but on these rare occasions, I was paid anyway. I think it helps if your reputation with the MSC is good, and they do tend to understand if something happened on or around the time of your shop which was out of your control.
Sorry, only registered users may post in this forum.

Click here to login