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Mystery Shopping Companies in China?

August 23, 2019 05:26AM
Hello,

Does anyone have any experience with mystery shopping companies in China? What company did you use? What was your experience like? Thank you very much!
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August 23, 2019 02:30PM
I would be astonished -- and I truly mean astonished -- if mystery shopping is a "thing" in China. Perhaps in touristy areas catering to foreign devils, but I sincerely doubt it. Their idea of customer service is "Here it is, take it or leave it. You bought it, it's yours, go away. Don't come back." I've even actually been told "If you want customer service, shop in America." I kid you not!
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August 23, 2019 03:19PM
Ouch, Cease! That's harsh.

@ceasesmith wrote:

I would be astonished -- and I truly mean astonished -- if mystery shopping is a "thing" in China. Perhaps in touristy areas catering to foreign devils, but I sincerely doubt it. Their idea of customer service is "Here it is, take it or leave it. You bought it, it's yours, go away. Don't come back." I've even actually been told "If you want customer service, shop in America." I kid you not!
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August 23, 2019 03:35PM
It may be harsh, but I am speaking from personal experience.

I was most shocked at the "If you want customer service, shop in America" remark. I've heard variations on that, too: If you want guarantees, shop in America. If you want high quality, shop in America. You want to be able to return your purchase, shop in America.

I do believe it is a cultural thing. I am NOT criticizing or badmouthing; China is many, many wonderful things. Western-style customer service is NOT their thing.

Viva la difference!
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August 23, 2019 03:41PM
According to on-site business news correspondents' reports, the situation is so bad that the government is actually undertaking PSAs urging better customer service in China. This has been in the business news feeds for at least a year and from various reliable sources, like NPR.

With that in mind there may actually be demand for MS in China if large retailers or food purveyors are taking it seriously.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.
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August 23, 2019 03:46PM
Is this while shopping in China? I've had experiences from varying ends of the CS spectrum while shopping in that country - just like other countries.....good to bad. Though I have to confess, while traveling, I am not generally asking for any guarantees on my purchases.
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August 23, 2019 03:50PM
Well Adam, maybe try Albatross & GBW for shops outside of the US....
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August 23, 2019 04:11PM
Coyle has a lot of work in China.
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August 23, 2019 04:19PM
Bare International has shops in China
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August 23, 2019 05:36PM
@ceasesmith wrote:

Their idea of customer service is "Here it is, take it or leave it. You bought it, it's yours, go away. Don't come back."

ceasesmith, that made me laugh and brought back so many memories. I assume customer service is better at the high-end stores catering to the new class of rich Chinese but that didn't exist when I was there. HK was also is known for its rudeness. I remember the commercials on TV years ago promoting better customer service, everyone just laughed at.
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August 23, 2019 08:03PM
@ceasesmith wrote:

I would be astonished -- and I truly mean astonished -- if mystery shopping is a "thing" in China. Perhaps in touristy areas catering to foreign devils, but I sincerely doubt it. Their idea of customer service is "Here it is, take it or leave it. You bought it, it's yours, go away. Don't come back." I've even actually been told "If you want customer service, shop in America." I kid you not!
Exactly what year was this?
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August 23, 2019 08:13PM
It's called Chairman Mao's secret police, lol.
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August 24, 2019 11:42AM
SCM, 5 or 6 years ago. Also in the 80's, but I mention that only because one would think that was too long ago to be relevant -- but things were basically unchanged from the 80's until 5 or 6 years ago.

It's just a different culture, folks. They have their own rules for what is considered polite behavior, and the rules are different from our rules.
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August 24, 2019 01:19PM
@ceasesmith wrote:

SCM, 5 or 6 years ago. Also in the 80's, but I mention that only because one would think that was too long ago to be relevant -- but things were basically unchanged from the 80's until 5 or 6 years ago.

It's just a different culture, folks. They have their own rules for what is considered polite behavior, and the rules are different from our rules.

Things have been changing relatively quickly, as far as culture goes, in the past 5-7 years in China, and the retail market is a big part of that. You are correct that many western rules don't apply there...but then a number of them do. Particularly when it comes to retail, since as Chine builds their middle class, they use the west as a model.

There are open-air malls with many of the same stores we mystery shop in most major cities there, and those stores will have to start competing for attention. On a weekend evenings, the shopping malls are filled with locals. They may have different standards for what may bring a guest in, make them stay, or drive them to purchase, but those standards will have to be tested and upheld to stay competitive.

That said, the majority of shops I have done in China are cash integrity.
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August 24, 2019 03:26PM
@ceasesmith wrote:

SCM, 5 or 6 years ago. Also in the 80's, but I mention that only because one would think that was too long ago to be relevant -- but things were basically unchanged from the 80's until 5 or 6 years ago.

It's just a different culture, folks. They have their own rules for what is considered polite behavior, and the rules are different from our rules.

My husband works for a Chinese company. He has traveled all over China and UAE for the last ten years. That is not his experience.
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August 24, 2019 07:12PM
As one who traveled to China two years ago for business, I was surprised to receive cash travel incentives and many, many available shops from COYLE during the time I was to be there. While all my travel/food expenses were paid for by my company, I would not have applied for any MSC jobs including if I were on vacation. China is beautiful and the retail/dining experiences were first class. Now, if you go to certain areas, alley ways and street markets, that's a totally different experience. Still, so much fun. You will always find rude people anywhere.
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August 24, 2019 10:00PM
SCM, I suspect, as a business traveler, DH has picked up a fair share of Chinese style courtesies/politeness. Also, he is dealing with equals.

I never said or implied that, generally speaking, the Chinese are rude. We tend to judge other cultures by OUR standards, which is certainly.....arrogant of us.

But then, I think, people worldwide judge other peoples by their own standards.

So while arrogant, probably pretty damned common.
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August 24, 2019 10:35PM
Coyle, as we speak, has many shops in China...where ya been girl? Everything you buy these days is made in parts of China, retail is booming there.

Live consciously....
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August 24, 2019 10:52PM
@ceasesmith wrote:

SCM, I suspect, as a business traveler, DH has picked up a fair share of Chinese style courtesies/politeness. Also, he is dealing with equals.

I never said or implied that, generally speaking, the Chinese are rude. We tend to judge other cultures by OUR standards, which is certainly.....arrogant of us.

But then, I think, people worldwide judge other peoples by their own standards.

So while arrogant, probably pretty damned common.

Just curious as to how you were in China 5-6 years ago?
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August 24, 2019 11:09PM
@ ceasesmith, please define "equals."
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August 24, 2019 11:12PM
Op, Bare International and International Service Check (I think it's ISC?). Contact Coyle Hospitality also. Good luck!
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August 24, 2019 11:40PM
Business professional to business professional.

@Madetoshop wrote:

@ ceasesmith, please define "equals."
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August 24, 2019 11:41PM
My friend's son was there, teaching English, so she and I visited. She was afraid to go without company, and I had always wanted to go......This was before I was injured at work (May of 2015 was when I was hurt).

@SoCalMama wrote:

@ceasesmith wrote:

SCM, I suspect, as a business traveler, DH has picked up a fair share of Chinese style courtesies/politeness. Also, he is dealing with equals.

I never said or implied that, generally speaking, the Chinese are rude. We tend to judge other cultures by OUR standards, which is certainly.....arrogant of us.

But then, I think, people worldwide judge other peoples by their own standards.

So while arrogant, probably pretty damned common.

Just curious as to how you were in China 5-6 years ago?
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August 24, 2019 11:47PM
Just a note: I was not trying to stir up anything. I in no way meant to denigrate the Chinese people, culture, mores, or manners. I was speaking of my own very personal experiences.
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August 24, 2019 11:53PM
Hong Kong, Japan are extremely sophisticated with students studying more than our's and maintaining a 4.4 average. Going to a foreign country for me has been a learning experience, and yes, many Americans as well as foreigner's have both good and bad,
that's universal. Coyle has many shops in the Orient, wouldn't mind a trip to Hong Kong, but not to work.
p.s. What's a foreign devil?

Live consciously....


Edited 1 time(s). Last edit at 08/24/2019 11:56PM by Irene_L.A..
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August 25, 2019 01:02AM
Common (Cantonese) slang for whites. Generally considered to be derogatory.

Edited 1 time(s). Last edit at 08/25/2019 01:03AM by ceasesmith.
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August 25, 2019 03:33AM
@ceasesmith Thank you for defining. Did you have a nice trip? I detest long flights. I have been in Hong Kong twice. The pushing and shoving there is a way of life.
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August 25, 2019 03:48AM
@Irene_L.A. wrote:

Coyle has many shops in [Asia], wouldn't mind a trip to Hong Kong, but not to work.

As much as China does not like it...Hong Kong is NOT China. It's extremely westernized and a separate region that you don't need a Chinese visa to visit. Hence the protests against the Chinese government. There are many standard mystery shops in Hong Kong.
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August 25, 2019 05:14AM
The trip to and from was, of course, almost unbearable. The people were absolutely delightful. It was especially wonderful, the respect they gave us as one, elders, and two, the mother of a teacher. The children were charming. If I were younger, I too, would teach there. The respect given teachers, even of a different race, was absolutely astonishing.

I found the cities overwhelming.

But then, I find cities HERE overwhelming. Go ahead and laugh, anything over 20,000 people is a MAJOR city to me, LOL!!!

Edited 1 time(s). Last edit at 08/25/2019 05:15AM by ceasesmith.
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August 25, 2019 06:13AM
@Irene_L.A. wrote:

Coyle, as we speak, has many shops in China...where ya been girl? Everything you buy these days is made in parts of China, retail is booming there.

I agree things are in constant flux in China. The everything made in China statement is similar to what I said exasperated one day when we were living there years ago. "Everything is made in China, why can't I get any of it!". Most items were made for export and never sold in the country. I couldn't find Diapers, strollers, shoes above a size 9, clothes that fit, A tape measure (yes I had to have someone in the states send me a tape measure). Friends still take suitcases full of items back when they go visit (and not just chocolate and VSOP).
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