Remember the I Love Lucy show, when Ricky would be frustrated about something Lucy had done and would shout, “Lucy! You’ve got some ‘splainin to do!”
On a daily basis, our editing and reviewing staff feels the same way about some of the reports they read. Shoppers mark off “yes” and “no” answers, but do not explain what was actually said or presented to them. That is the purpose of the comment section. It is the space where you are to explain your responses.
For instance, one of our clients is a cable and internet services provider. One of their questions is:
Did the consultant ask what type of entertainment everyone in your home is currently using (e.g., Dish/DirectTV, Uverse/Netflix, or others)?
A “yes” response tells us that the consultant did indeed ask the question, but our client wants to know how the consultant approached the questions, what response you gave, and what response the consultant gave in return. They want to see what happened, and hear what was said through your words.
Another example, from a typical mystery shopping form, asks:
Did the consultant describe the apartments and their benefits?
Again, a “yes” response tells us they did, but the client really wants to understand what words the consultant used to describe the apartments to you. What did they say? Which benefits did they highlight? Did their presentation influence your decision to lease or not lease?
Knowing a company representative did what he or she was supposed to is vital information for a client. It’s an audit of sorts, and serves to demonstrate if a person is following the training guidelines.
Reading a detailed description of how the representative presented, what they said, and how you reacted is so much more valuable to our clients.
If you work hard to deliver lots of detail and tell our clients how exceptionally (or not) their representatives present information, you are providing them with important data that will assist them in development, training and recognition of staff.
Your reward will be recognition as a top-notch mystery shopper, and the assigning to you of as much work as you want!
Now that’s one benefit that doesn’t need ‘splainin!
Share your tips on how you efficiently write your reports. We might use it in an upcoming blog post!
Market Viewpoint 
I think this should also work both ways. For instance, if a shop grade is lower then a 9, some feedback would be helpful. What was specifically wrong with the report that it did not generate a 10? If no feedback is proffered when a report is not a 10, how does the shopper know what was wrong? How does the shopper know what to improve to get a better score for the next shop?
PK – you are correct. However, with the number of reports a mystery shopping company processes each day, it becomes nearly impossible to send comments to every shopper. However, if you do email your account manager, you will get a response. By the way – a shopper rated 9 will still get every opportunity to shop. A 10 rated shopper is one where there was absolutely nothing in the report that had to be edited. Thanks for your comment
Frankly, that is a cop out answer. I work for a vastly larger MSC and they provide feedback for virtually EVERY shop, even shops with a grade of 10. They generally offer a one liner and offer a thanks for a great shop (which is nice to be appreciated.) I certainly don’t expect a comment for shops with 10’s or 9’s. But getting lower then that, it behooves the MSC to offer unsolicited guidance to the shopper as to what the issues may be. How do you expect to get better shoppers if you don’t “coach” them?
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