Customer Impact did me dirty - $100 reduced to $25

Customer Impact did me dirty - $100 reduced to $25 - but made right UPDATED

I did my first CI shop last week, a reset of their spring merch. Offer was $100 bc it was "urgent"

There was no product in the back and it was already out on the floor but looked a hot mess, so I cleaned up the entire display and made it look nice.

I spent just as much time in the store as if it was not a new reset and it took that much time to redo the display. I coordinated with the staff there to find things just as if I had actually found a brand new box.

My reward, a 10/10 grade and $25 instead of $100.

Thanks a whole heck of a lot.

I am furious.

----
This was made right after contact with DAVID.

Edited 2 time(s). Last edit at 04/18/2023 04:39PM by cherubino3.

Create an Account or Log In

Membership is free. Simply choose your username, type in your email address, and choose a password. You immediately get full access to the forum.

More Discussions About Customer Impact (All Companies)

Have you contacted the scheduler? Also, there is a person who posts here asking people with issues to contact him directly. He is very good at resolving issues.

Daniel Price
Chief Operating Officer
Customer Impact, LLC.
dprice@customerimpactinfo.com

Do you have an e-mail showing you were supposed to be paid $100? If so I think he'll help you.

Edited 1 time(s). Last edit at 04/14/2023 12:15AM by wrosie.

Yes, Daniel is very helpful.. Wish they were still doing Mystery shopping

I did contact the scheduler. I will update this when I hear back. I still don't like what they did as I went out of my way driving an hour out from where I live and that place was a disaster area which had to be completely redone. I will think 2x about accepting another shop from them.

Edited 1 time(s). Last edit at 04/14/2023 12:54AM by cherubino3.

cherubino3 - shoot me an email and I'll look into it. This specific project has had a huge variety of situations upon arrival to the stores, but if you spent that much time and drove that far I'll make it right.

There are a lot of visits where reps are arriving to find the store already completing it so they're only spending 10-15 minutes inside and then moving on. Those are the situations we're trying to decipher but if your display still needed a lot of attention to make it look presentable we'll absolutely make you whole.

Email me at dprice@customerimpactinfo.com and I'll get with the team and make sure your pay gets adjusted.

Daniel Price
Chief Operating Officer
Customer Impact, LLC
dprice@customerimpactinfo.com

David, thank you for your response.
It seems unfortunate that it is not the shopper's fault that the store actually set up the the merchandising. There is no way the shopper would know this until arriving at the store. Then to spend 15 minutes making sure everything is correct, I feel a shopper should not be penalized.

I agree - we have no idea what we are walking into until we get there. If the fee is going to be altered, it should be very clearly stated before you even accept the shop. I have seen some emails that said they would be paid $40 if it was winter merch, and a $20 bonus if you had to do the reset to sandals.
Adjusting it from $100 to $25 without clarifying with the shopper what work was done, or clearly stating it when the shop is accepted is not cool. The stores that I've visited are not right next door to me, so that fee would cover my gas and taxes and I'd basically do the work for free. I wouldn't be able to profitably take one of these for $25.

@big_sky_thunder wrote:

David, thank you for your response.
It seems unfortunate that it is not the shopper's fault that the store actually set up the the merchandising. There is no way the shopper would know this until arriving at the store. Then to spend 15 minutes making sure everything is correct, I feel a shopper should not be penalized.

I agree with Big Sky and joanna. It's not the shopper's fault. We accept a flat rate pay for the good or the bad.

Shopping Arkansas, Louisiana, & Mississippi.

@big_sky_thunder wrote:

David, thank you for your response.
It seems unfortunate that it is not the shopper's fault that the store actually set up the the merchandising. There is no way the shopper would know this until arriving at the store. Then to spend 15 minutes making sure everything is correct, I feel a shopper should not be penalized.

I spent 2.5 hours at the store trying to track down the product order, making it correct because the person who supposedly set it did not take out all of the paper or hang things by size, and then another period of time having to reach out for technical assistance to get the photos uploaded. And .5 hours was actually shaved off because the app didn't work once inside the store and I had to go outside to get it to work once there for 30 minutes already.

Edited 1 time(s). Last edit at 04/15/2023 11:03PM by cherubino3.

@cherubino3 wrote:

I spent 2.5 hours at the store trying to track down the product order, making it correct because the person who supposedly set it did not take out all of the paper or hang things by size, and then another period of time having to reach out for technical assistance to get the photos uploaded. And .5 hours was actually shaved off because the app didn't work once inside the store and I had to go outside to get it to work once there for 30 minutes already.

Well, did you email Daniel Price, the COO, as he asked you to in this thread? He said he would look into it and make it right. Please let us know the outcome after you have contacted him.
.

Edited 1 time(s). Last edit at 04/16/2023 05:45PM by shopnyc.

UPDATE - David from Customer Impact made it right! Thank you!

That's great news. When I do highly bonused shops, the majority of the pay is to cover travel time and travel expenses. If there was a chance I could lose 75% of my pay, I would pre-stipulate that I would need to receieve full no matter what if I make the trip. In this case, the shopper actually did a bunch of work, so it was even more egregious. I am happy they made it right.

Glad you got the right amount. I'd better check my pay because at least half the displays I went to were already set up. (Also in the "expected time" for the shop was 20-30 min, which was NOWHERE near the amount of time it took to find this product and set up the display). It didn't say anywhere they would be a decrease fee if display already out.

I completed one for sandals yesterday. I've been to this store when they had slippers and I don't recall the slippers being individually wrapped like the sandals. The display was already set up but needed some replenishing.
As I was in the back stock room, moving the heavy boxes of magazines that were on top of the sandals, and sunglasses, having to breathe in the stank of the garbage and meat department, an employee in a blue shirt walked by me. At that moment, I realized that these should be done by people covered under work comp insurance. Having IC's in a back room with stacks of heavy boxes, narrow pathways, various loading equipment like pallet jacks, ladders, etc. is a huge risk for one of us. I'd almost rather get 5 boxes shipped to my house - then I could unpack them and bring them to the store and go straight to the display. 20-30 minutes in store would be extremely rare for one of these, you'll spend nearly that amount of time in the nasty back room. Lesson learned for me.

@nellybean212 wrote:

Glad you got the right amount. I'd better check my pay because at least half the displays I went to were already set up. (Also in the "expected time" for the shop was 20-30 min, which was NOWHERE near the amount of time it took to find this product and set up the display). It didn't say anywhere they would be a decrease fee if display already out.

I love Customer Impact. They were my favorite mystery shopping company before they cut off mystery shopping. I don't do merchandising so don't work with them any more. Barbry Booth used to work for them and was my favorite scheduler.

You definitely should have asked for help moving things to get to the box.
And if I were to perform another of these, I would move the rack near the box, rather than drag the box. The rack is on wheels.

Sorry, only registered users may post in this forum.

Click here to login

Customer Impact did me dirty - $100 reduced to $25 - but made right UPDATED

Create an Account or Log In

Official List of Mystery Shopping Companies

Mystery Shopper Magazine