10y
Hello Shopper-
It sounds like you may be unfamiliar with the mystery shopping process and how/why programs are developed so I would like to shed some light on the development process and how/why a survey is reviewed after it is submitted. In short, companies come to us with a vision of evaluating the customer service at their locations, over the phone, on their websites, etc. We work in conjunction with these clients to build the exact shop methodology and shopper requirements they are seeking. In an effort to set our shoppers up for success in completing their assignments we provide very detailed information about where, when, and how to complete the shop, including any specific scenarios that must be posed, where to find a sales associate, when to visit the location, etc. We provide these details for each shop because we want to ensure we are minimizing any possible shopper confusion while completing the assignment. We also encourage our shoppers to call or email our scheduling team at any time (before, during or after a shop) if they have any questions or concerns about an assignment.
After shops are submitted by the shoppers, they go through a quality editing process to ensure the shop methodology was followed correctly and completely (the shopper went to the correct location on the correct date/time, posed the correct scenario, asked about the correct product, etc.). The quality editors are trained and certified on each of our clients’ accounts. If the editor finds that there is any missing information, the shop methodology was not followed, the shopper visited the wrong location, etc., we must further examine the survey (and contact the shopper when possible) to see if we can use the shop. The quality editors go to great lengths to contact shoppers to clarify/gather additional information required for a report, as an effort to "save" a shop so it does not cancel. In fact, it costs us far more time and resources to contact shoppers to gather this information than it would to cancel the shop and have another shopper re-perform it. We do everything in our power to be able to pay our shoppers for the assignments they successfully and correctly complete, but unfortunately, there are times in which we cannot save a shop and we must cancel and have it re-shopped by another shopper.
Can you please contact us with your Shopper ID and the IDs in which shops you’re inquiring and we can provide you with further information of why they were canceled? Again, we do NOT cancel shops for no reason, and we go out of our way to save shops when possible. Based on the information you provided above, it sounds like the shops you submitted were not completed accurately and we had to cancel and reassign to another shopper.
Thanks!
