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).@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.