Their bonuses for in person shops are terrific.
Also, once you get into the rhythm of those reports, they are a snap. Like you, I spent a looong time on my first one. The second took half as long and the third was done in 20 minutes or less.
I just did a $75 shop for them and the report took about 20 minutes,. It was long because it was very negative, which required a lot more thought and more words. I was on site 24 minutes.
I will do two $50 on site shops for them one day next week, while I am being paid by another MSC to park my car in a garage between those two bank branch locations. That's my favorite way to do center city shops, lol.
I actually preferred it when we could mail in the hard copy; the survey refused to upload the scanned copy today and I had to email it, page-by-page to the scheduler. That was a real PITA.