Does Coyle have an Appeal Process?

I did 2 reviews back-to-back, followed identical methodology on both, and on the one with the more expensive budget (and a bar component), I went into much more detail and spent 2x as much time on it, but got 75, while the one with less effort got me a 100.

I think I got the 75% because I did not take the editor's request for more information kindly: I said that all the questions were already answered, and that the report was 12 days old (longer than I should be expected to give exact timing answers).

My question is: is there some way to bring this to Coyle's attention, so they can do a 'quality control' check on this editor? If they review my original report, they will see that the editor shouldn't have sent this back at all, and that this editor is risking Coyle's reputation as "worthwhile" (because massive reports are barely worthwhile as is, without the grief of follow-up requests).

Edited 2 time(s). Last edit at 12/11/2019 02:15PM by non sequitur.

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More Discussions About Coyle Hospitality (All Companies)

If you feel like your score was reduced for pushing back, why would you want to further instigate research into the matter...especially if the assignments are barely worthwhile?

The same person who assigns the shops is the one you would need to contact, so you are probably better off living with with 87.5% average than a reputation as a someone who complains about their scores. I believe all scores have the same pay rate.

I regularly get pushback from editorial for items that are clearly in the narrative. I've learned the easiest route is to simply re-answer the questions. Editors change so frequently that attempting to penalize one who isn't thorough is an endless chore....

I’m sure you are correct that the prudent thing to do is “keep calm, carry on”, but the Coyle assignments WOULD be more worthwhile if you had a greater proportion of “fair” editors, and the only way to achieve that is by pointing out a concern with those who aren’t.

Steve has insight into the company that others do not. Not only has he been a shopper for Coyle for a very long time, but I believe he was an employee there for awhile. His advice seems sound.

@non sequitur wrote:

.. the only way to achieve that is by pointing out a concern with those who aren’t.

Well...in theory, that would be the case. I'm saying that in my experience, raising a complaint after scores have been published is not effective, though.

You may notice that the support@ address is copied with every question posed to you. If you feel that the question is unfair, the place to address it best is in your answer, with statements like, "As reported in the narrative I have already submitted...."

When the powers that be review the responses and note that things like continually happen, the situation may be addressed without you have to lodge a separate complaint.

In my experience, they'll side with the editor, but will tell you they'll put a note in your file. What that note says is a mystery. Unless it's impacting your ability to get jobs with them, I'd just put it down to the editor being a *&^%$.and move on.

"Let me offer you my definition of social justice: I keep what I earn and you keep what you earn. Do you disagree? Well then tell me how much of what I earn belongs to you - and why?” ~Walter Williams

@JASFLALMT wrote:

I believe he was an employee there for awhile.

While I was once the person who received complaints like that at one time in my life, that was a very long time ago, and the process by which complaints are handled has changed significantly since then.

The nature of editors and shoppers, however, has not. There are problems on both sides. I was equally frustrated with issues I saw from both editors and shoppers when reviewing complaints. I'm confident that the company knows it's a flawed system and that they do their best to manage it, but mistakes happen, and they are generally forgiving about that, so an 87.5% will not prohibit you from getting assignments.

While I probably have a relatively high overall score, it's not 100%. That's distressing to me at times since I was instrumental in creating the reporting and grading standards. I have just learned to let it go since none of editors who frustrated me in the past are there any more, yet I continue to work for them.

P.S. @iShop123; I can't imagine what the note in my file must say! Back when I had access to said notes, I placed a highly negative comment about my shopping abilities in there (as a joke) and was surprised when an editor whom I had never met brought it up years later.

"...longer than I should be expected to give exact timing answers."

Really?

IIRC, most MSCs state somewhere or other to retain notes/receipts until AT LEAST you have been paid for the shop. I have seen MSCs state "retain in your records for at least six months".

I don't know what the majority of the universe of shoppers does, but I retain ONE sheet of paper for each and every shop I do. I staple the receipts/POV to it. All my shops for one year fit in one box, so it's not an onerous burden, paper-wise. That one page has the address, my notes, all timings, and anything else that might be needed.

Even when I was attempting to use apps, my information would be transferred to this single page, because if the app failed, I wanted hard copy back up.

It’s hardly ever justified to give editors a hard time. Their boss knows how long they take to get through the workload. Even if it’s been too long, you gain nothing by withholding information.

If something is already included in your narrative, you can copy/paste the relevant section into the reply and ask what is lacking. This assumes you can’t see how a description might have been overly vague or whatever. Coyle editors usually ask very specific questions. It can be annoying but these reports affect people in their jobs.

I absolutely hate Coyle shops btw. They make me scream sometimes. Then I get over myself.

@non sequitur wrote:

I think I got the 75% because I did not take the editor's request for more information kindly: I said that all the questions were already answered, and that the report was 12 days old (longer than I should be expected to give exact timing answers).

You could have just replied with the answers, and you’d probably be sitting on another 100%.

Pick your battles and accept the consequences. That’s life.

I'm extremely results and numbers-driven; it used to bother me (a lot more) when I received scores less than 100. It's important to me that my narratives and reports provide valuable insight to the client and I work hard to provide the information the client has asked for. Despite this, it was rare, especially when we're talking about Coyle, that I received a perfect score. This is still the case.

I've pushed back in some cases, it has never resulted in a score being readjusted or increased.

I answer any questions any of the editors send me - yes, even the ones that I've answered before, and the ones that weren't on the surveys or discussed in the client objectives, even twelve or however many days after I've visited the client's location or submitted the report. If I don't have the information the editor is requesting, I simply tell them I either no longer have the information, or that I never captured the information as I was unaware that it was being tested/measured.

While some questions may possibly be arbitrary, those editors are just trying to provide as thorough and insightful a report to the client as they can.

I've learned that as long as they keep assigning surveys to me, then they're okay with my scores, and I'm okay with that.

YMMV

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