Expectations of a Mystery Shopping Company Editor

Angela Megasko of www.MarketViewpoint.com instructs shoppers of what to do when an mystery shopping editor seems to give an unfair rating.On our monthly live, interactive question-and-answer Jane Bond call, we had someone write in with the question:

“How do you handle an assignment editor that continually finds errors with reports submitted? For example, I have an excellent rating with multiple companies who tell me that my details and narratives are wonderful, but this particular editor is always negative. What can I do?”

Unfortunately, we did not have time to address this on our call, but we feel it is a very important concern that could be an issue for shoppers. 

Every mystery shopping company and their clients have certain expectations:

In your instructions and on the form, you are provided with the information that is expected in order for your report to be accepted. Before hitting the “Submit” button for your mystery shopping report, make sure:

  • every question is answered in the format requested;
  • spell check is used to correct spelling errors; and
  • you read what you have written to ensure it explains exactly what happened during your visit.

For the situation that prompted this post, we suggest that you get on the phone with the mystery shopping company – and this particular editor if possible – and find out exactly what they are looking for that you are not providing to them. Communication is the key to delivering what YOUR client, the mystery shopping company, needs the most.

Do you follow a particular routine to ensure your report is as good as it can be before you submit it to a mystery shopping company? We’d love to hear it. Leave a comment below.

About Market Viewpoint

Market Viewpoint offers comprehensive mystery shopping services, complete customer service audits, employee and customer surveys, customer focused marketing strategies, and customer service training to help you improve your customer service and outshine your competition.
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