The thing is that they do - emails sent to
mystery.shopping@ipsos.com are answered and there are people answering the phones Monday-Friday during business hours. Again - anyone who has ever said this to me and emailed me their info - I have been shown that they did get a response.
I am not saying that that is not your experience, but shoppers will say they didn't get a response and they have missed it or it is in spam. And yes, I would also imagine that there are some that slip through the cracks, but not intentionally.
Shoppers may want a faster response or they may not like the response that they receive and feel it isn't helpful and clear but it's just simply not true that they don't respond to emails or answer the phone.
I am not saying that improvement cannot be made - of course it can. But the perception that emails and phones are never answered and that Ipsos doesn't seem to care that this is happening is just incorrect. There is a team of very hard working people who answer the emails and the phones and try and respond to everyone as quickly as they can.
Again - I 100% understand the frustration of not being able to get an answer when you need it - sometimes you are at a shop or ready to go do it and have an immediate question so it is frustrating if you cannot get someone at that time.
As far as posts on this forum - frustrated or upset shoppers tend to post the most on here - asking for help, what should I do, etc - and often they will post that an issue was resolved, but often they do not, and the issue has been resolved. Which is fine of course, they still had the issue.
And yes, you are right, in the end we have to agree to disagree, I just really do hate to see that perception when I know how hard they are working to make this issue better.