Market Force Losing Its Big Client Disclosed 11 months ago

Smart prediction.

"The mystery shop program has been producing results that do not mesh with reports of deep customer disappointment."

Because the mystery shops focus solely on unreasonable serving time requirements or medium/large drinks and ask little about food quality/value.

Edited 1 time(s). Last edit at 12/31/2015 12:06AM by boridi.

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Oh our troll is back!

There are reasons that a body stays in motion
At the moment only demons come to mind
The mystery shop program has been producing results that do not mesh with reports of deep customer disappointment.

could it be because the reports don't assess what a REAL customer wants [client name deleted by mod] to know and if you are too negative they just reject the reports?

There were so many times I would have liked to report specific issues, but they were issues [client name deleted by mod] didn't care about.
I shopped them for the last time four years ago. At that time, the MSC was sending me back reports on a regular basis when I was reporting negative responses to the questions.For example, if the question asked about the cleanliness of the tables I had to respond yes even though someone was wiping one table, and the surrounding tables were still dirty. I had filed reports where service and the food were not up to par, and the managers of those locations claimed to have identified me AFTER they saw the report. So when I see the quote "The mystery shop program has been producing results that do not mesh with reports of deep customer disappointment." , it makes perfect sense to me that these reports were not used properly in the management of their locations.
My negative reports were never challenged. If someone was finished cleaning and an issue was not addressed, then the report allowed you to still include the problem. If you do not perform the shop properly, then yes it is not going to be accepted, regardless of how good or bad it was.

Job listing sites; [www.msjobboard.com] - Shopmetrics; [www.mystshopsol.com]; [www.jobslinger.com] - Sassie; [www.volition.com] - Various links; [www.mspa-na.org] -MSPA Members; link at bottom of forum page to their extensive list of companies
I don't see why anyone's reaction to this should be "good."
Other companies may follow through if X is pleased by switching.
Some liked doing the shops or at least getting paid.
Lacking these shops there are now more shoppers looking to do other shops to fill the void.
Nope, this is bad news.

Edited 1 time(s). Last edit at 01/01/2016 11:42AM by rasky.
@sethd85 wrote:

I shopped them for the last time four years ago. At that time, the MSC was sending me back reports on a regular basis when I was reporting negative responses to the questions.For example, if the question asked about the cleanliness of the tables I had to respond yes even though someone was wiping one table, and the surrounding tables were still dirty. I had filed reports where service and the food were not up to par, and the managers of those locations claimed to have identified me AFTER they saw the report. So when I see the quote "The mystery shop program has been producing results that do not mesh with reports of deep customer disappointment." , it makes perfect sense to me that these reports were not used properly in the management of their locations.
Actually Seth, if the associate is wiping tables, you are not supposed to report the tables as dirty. (because they were cleaned sometime during your visit). A follow-up on the on-line report tells you if the associate is cleaning the tables, do not mark down for dirty tables. This is the same as other FF and Fast Casuals. The same applies. If you witness dirty tables, but 12 minutes later you see them cleaning the tables, you do not mark down for dirty tables. (Is this what you meant when you said the tables were dirty? This will always come back to you, to be sure an associate was cleaning them DURING your shop, at any time, from the beginning to the end of your in-store portion). smiling smiley
The problem with the OPs commentary is the are calling this "the demise of MF..."

MF is not going anywhere.

For anyone that has issues with the clients food, why are you happy the many people lost jobs at MF and many shoppers are losing reliable and consistent income? If you do not like any client, for any reason, there is no reason to question why anyone else that is impartial about the client would incorporate them into their work schedule.

Job listing sites; [www.msjobboard.com] - Shopmetrics; [www.mystshopsol.com]; [www.jobslinger.com] - Sassie; [www.volition.com] - Various links; [www.mspa-na.org] -MSPA Members; link at bottom of forum page to their extensive list of companies
This poster has a long standing issue with MF. It's just wishful thinking. He went for several weeks posting hourly on the reasons he thought MF was not the largest MSC. Like it matters.

There are reasons that a body stays in motion
At the moment only demons come to mind
I wholeheartedly agree that many of the mystery shop questionnaires miss some of the salient points that might make or break a shopping experience for me. I have not done this particular shop but I could care less if the food comes out in 15 seconds or 16 seconds or if I have to approach someone to ask questions..What is important to me is attitude of the staff, price, good value and taste. In terms of retail it is not if someone greets me quickly but if I can actually find people to speak to when I need them.
i've sent in plenty of reports where i graded them "poor" and was never challenged. It doesn't surprise me that they didn't get much out of the mystery shop program though. They had us do, and eat the same freaking thing every month.
I will miss the famous fast food shops and the money. I can still get my favorite burger but now I have to pay for it. tongue sticking out smiley
That's being a bit harsh, how do you know it was the rude employees who lost their jobs? Not all of their employees were rude.

Edited 1 time(s). Last edit at 01/01/2016 03:45PM by JASFLALMT.
wow, someone has too much time of their hands. Time for op to get new hobby for the new year. Losing this client could lead to shoppers losing weight. good news for the new year.
there are rude employees everywhere just like there are rude shoppers everywhere. just like there are nice employees & nice shoppers everywhere.
It is not just Market Force who tends to take on anyone and weed out the problems later. Apparently it works for the larger MSCs like them. OTOH, more care in the selection process would reduce the fraud from the beginning. Whether it would cost MSCs more, I honestly don't know. Higher shop fees would not necessarily reduce fraud, but if they went through a tougher screening process it would reduce the shopper pool leaving a strong chance the shoppers would hold out for higher fees.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
OP we get you don't like MF. Perhaps your time would be spent more wisely by signing up with more companies.
"The mystery shop program has been producing results that do not mesh with reports of deep customer disappointment. "

I used to do them, then had one where the wait in line was 6 minutes. It didn't bother me at all. I then got the dreaded "What were you wearing?" email, then was banned from doing those shops. I reported the time accurately. I was never told why I was banned, just the usual non-answer. MF deserves what it gets.
I have had numerous negative reports on this client. I have been contacted for clarification a couple of times, but that is it. This includes waits of up to 20 minutes for food, wrong orders and dirty locations. I have not been deactivated. I do not know how the MSC weeds out shoppers, but don't think that it is because of this client only.
I found an article from a few months ago where the new CEO mentions the positive role of mystery shopping related to their new program.

Job listing sites; [www.msjobboard.com] - Shopmetrics; [www.mystshopsol.com]; [www.jobslinger.com] - Sassie; [www.volition.com] - Various links; [www.mspa-na.org] -MSPA Members; link at bottom of forum page to their extensive list of companies
I doubt it. When I worked at a large children's clothing store, we got about 10 surveys a month. Completely useless info.

Large retailers like Target, get about 10 a week. That's a super small percentage based on the # of transactions per week. They ask questions such as, "Was the cashier line fast?" People are so clueless. How would they even answer that?
When you get to the point they are asking what you were wearing, you have a franchisee that's disputing the reports. For those who insist they have submitted negative reports and suffered no repercussions, I don't believe it is the negative reports automatically getting shoppers banned. I do believe when the franchisee strongly challenges or just plain lies the MSC ALWAYS sides with the franchisee and the shopper gets booted. Just like there are shoppers who turn in fraudulent reports, you can bet there are employees, store managers and/or district managers who will lie through their teeth to discredit the shopper. MF should either be using shoppers they can trust or going to video shops so there is nothing to dispute. Another benefit to a more stringent screening process would be to discourage employees registering to find out when shops will be occurring. How can any MSC provide factual data with that going on?

This should also be a lesson to shoppers who "feel bad" when an employee or store doesn't do their job. The odds are good the employee won't feel the same way when you lose the client or the MSC.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
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