Performance
Note
Category

Performance
Note
Number

Sassie
Performance
Note

Performance Note
Description 

General

100

Good job, thank you!

Good job!  You received a rating of 8.  Your assignment was conducted according to all the guidelines provided.  No shopper follow up was required, and little grammatical editing was required.  You met all of Confero's expectations for conducting your assignment.

General

101

Great job, thank you!

Great job!  You received a rating of 9.  Your assignment was conducted according to all the guidelines provided.  Your report was completed accurately and with attention to detail.  You displayed a thorough understanding of what was required and went a step beyond Confero's expectations.

General

102

Incredible job, thank you!

Incredible job!  You received a rating of 10.  Your mystery shopping report is among the very best that Confero has ever seen.  The assignment was complex, yet you far exceeded all of Confero's expectations.  This report has been elevated to Confero's Mystery Shopping Report "Hall of Fame."

General

103

Acceptable job.  You met the minimum expectations for your assignment.

General

110

Submitted survey late.

Online surveys must be submitted the day your assignment is performed.  Your survey was not submitted within this time frame.

General

115

Submitted shop documentation late.

Mystery shop assignments require you to submit your supporting documentation no later than noon (Eastern Standard Time) the day following your mystery shop.  Supporting documentation includes your signed Verification of Work and either a receipt or in some instances a business card.  You did not submit this paperwork within the required time frame.

General

120

Did not make required purchase.

Your assignment required you to make a purchase and submit a receipt as proof of your mystery shopping visit.  You did not submit this required receipt.

General

125

Did not receive required business card.

Your assignment required you to submit a business card from the associate you interacted with.  You did not submit this required business card.

General

130

Shopped on wrong date.

Your mystery shop visit was to be conducted on or before a specific date.  You did not conduct your assignment on or before this deadline date.

General

135

Shopped during wrong hours.

Your mystery shop visit was assigned for a specific time period.  You did not conduct your assignment during the specified time.

General

140

Did not provide accurate times.

Your assignment required you to make specific time observations.  For example, you may have been asked to time how long it took an employee to greet you.   The time you provided was not realistic, and no explanation was provided as to the reason.

General

145

Did not personally conduct assignment.

Your mystery shopping assignment was conducted by another individual.  Only the person who was assigned a mystery shop may conduct the assignment.

General

150

Did not visit restroom.

The guidelines for your mystery shopping assignment visit required you to visit and evaluate the restroom of your assigned location.  Your survey indicates that you did not conduct this portion of your mystery shop.

General

155

Did not read question scoring instructions.

Many survey questions include scoring instructions explaining how to answer a question.  For example, a question asking about the cleanliness of a diaper changing station may state, "Answer NA if location did not have a diaper changing station."  The correct response for a location without a diaper changing station would not be "Yes" or "No."  It would be "NA."  Or, a question may include scoring instructions explaining how to define "excessive trash" or "excellent customer service."  Your comments may have shown that you did not consider the definitions we provided when considering your survey responses.

General

160

Answered survey question(s) incorrectly.

When our quality review specialist followed up to confirm your "Yes" response to a specific question, you indicated that you answered the question incorrectly.  The response should have been "No."  For example, we may have asked you to confirm your "Yes" response to the question asking if the cashier specifically said "thank you."  Your response may have been that actually the cashier said "have a nice day," not "thank you."

General

165

Provided contradictory information.

Your survey included survey responses and/or comments that contradicted one another.  For example, you may have provided a description of an employee and stated that the employee was not wearing a nametag, however you answered the question "Yes" which asked if all employees were wearing nametags.

General

170

Answered all survey questions "Yes."

All questions on your survey were answered "Yes."  It is unusual for a location to adhere to all required policies, procedures and cleanliness standards.  With careful observation, most mystery shopping visits reveal at least one area that needs improvement.

General

175

Did not use proper grammar, spelling and/or punctuation.

We require all comments to be written in complete sentences using standard upper and lower case letters and appropriate punctuation. Correct grammar and spelling are also required.  Your comments were not submitted in this manner.  In the future, it is advised that you proof read and spell check your comments prior to submitting your survey.

General

180

Did not provide ample and/or appropriate comments.

Your survey required you to provide a detailed account of your mystery shopping experience.  Your comments did not provide a complete picture of your experience.  Such comments should include both positive and negative aspects of your visit or call and be confined to factual statements, not judgments. 

General

185

Provided "canned" comments.

Although mystery shoppers may conduct multiple mystery shop assignments for the same client, each mystery shop visit or call is unique and comments should reflect the individuality of each mystery shop.  The comments and responses included in your survey were identical to other surveys you have submitted.

General

190

Comments referred to individuals accompanying you.

The comments you provided in your mystery shopping survey referred to other individuals who accompanied you during your visit, such as children or a spouse.  Please do not refer to anyone who may have accompanied you on a mystery shopping visit as this information can be used to identify you as a mystery shopper.

General

195

Used name in survey.

As a mystery shopper, you must remain anonymous.  You referred to yourself by name in your comments which may enable employees to identify you as a mystery shopper.

General

200

Compared shop to previous visits.

Your mystery shopping comments included comparisons to previous visits you made to your assigned location.   Please limit all comments to observations and interactions that occurred on your assigned mystery shopping date only.  An example of a comparison comment would be, "Every time I come to this store, the employees are always so friendly."  An appropriate comment would be, "The employees were very friendly today."

General

205

Did not provide detailed employee descriptions.

You did not provide detailed descriptions of employees without a nametag or whose nametag was not readable.  All descriptions you provide must be detailed enough, so we may identify the person you are referring to.  Descriptions should include gender, race, approximate age, approximate height, hair color and style, build, and any other identifying features.  In such instances where a description is provided rather than a name, you must also state why a name is not being provided (ie. nametag was partially covered by apron.)  Please note, employees do see your survey responses, so do not describe any employee in an unkind or offensive manner.

General

210

Provided employee description(s), rather than name(s).

Although your survey indicated that employees were wearing nametags, you provided employee descriptions, rather than names.  It is critical to provide accurate employee names when either an employee voluntarily states his or her name or when he or she is wearing a nametag.  Whenever you provide a description rather than a name, you must state why a name was not provided, ie. "name tag was covered by apron."

General

215

Asked for employee(s) name.

The mystery shopping comments you provided indicate that you asked an employee for his/her name.  If you are not able to determine an employee's name without asking, please provide a detailed description that will allow us to identify the employee.  Asking for a name may identify you as a mystery shopper as an average customer would not ask for such information.

General

220

Tried to test or trick employees.

The mystery shopping comments you provided indicate that you tried to test or trick an employee.  Confero asks that you act like an "average" customer during a mystery shopping assignment.  Do not change your behavior to determine whether or not an employee follows what you determine to be procedure.

General

225

Prompted employees

According to the guidelines, you were required to interact with an employee, however you were instructed not to lead or prompt the employee for information.  You should ask a question and then listen for any information the employee provides.  Leading questions do not allow us to accurately determine the sales ability of the employee.

Automotive

300

Did not read the definition of a Service Review.

Your survey comments indicate that you do not understand the definition of a Service Review.  As outlined in the guidelines, a Service Review reminds vehicle owners of approaching or past due maintenance services as recommended by the vehicle's manufacturer.  This may be performed when you first drive up, when you are waiting for the service to be completed or when you check out.  A Service Review should not be a sales pitch, nor is it a review of the services performed upon checkout.

Automotive

305

Declined services in standard oil change.

Your survey indicates that you declined some aspect of the company's standard oil change, such as the vacuuming of carpets or checking of the air filter.  It is imperative that you provide the employees every opportunity to perform all services in their standard service, so that you may fairly and completely evaluate the service received.

Grocery

500

Provided contradictory information about availability of diaper changing station.

According to our records, you provided incorrect information regarding the availability of a diaper changing station in the restroom you visited.  Either you indicated that there was a diaper changing station, and this location does not have one.  Or, you indicated that there was no diaper changing station at this location, and the location does have one.

Grocery

505

Did not state what employee(s) who did not greet was doing.

Your survey required you to state what any employees were doing who did not greet you.  You did not provide this information.

Grocery

510

Did not accurately count number of employees who didn't greet.

The guidelines for your mystery shopping assignment visit required you to count the number of employees who were within 5 feet of you and did not greet you.  You were instructed not to include cashiers who were working in other lanes, employees who were involved in conversations with other customers or employees who had their back to you and did not see you.  You were also instructed to count employees standing together in a group as "one" employee.  These guidelines were not followed correctly when considering the number of employees who did not greet you.

Grocery

515

Did not ask for assistance locating a product.

According to the guidelines, you are required to ask an employee for assistance locating a product.  Your survey indicated that you did not do this.  You should first ask an employee who is on the selling floor, perhaps stocking items, or passing down an aisle.  If such an employee is not available, you should ask someone at the customer service desk or someone in another department, such as the floral department, bakery, deli.  If absolutely none of these employees are available, you may ask an idle cashier.

Grocery

520

Asked cashier for assistance locating a product.

Your survey comments indicate that you asked a cashier for assistance locating a product.  A cashier should only be asked for product assistance when no other employees are available to ask.  Employees on the selling floor, in another department such as the bakery or meat department or at the customer service desk should  be asked prior to a cashier.  If it is necessary to ask a cashier for assistance, do not interrupt him or her in the middle of a transaction.

Grocery

525

Asked for assistance locating a product within eye sight.

Your survey comments indicate that the product you asked an employee to locate was within eye sight.  Such a product location does not provide the employee the opportunity to walk you to the product as trained.  In the future, make sure the product you ask about is located in another area of the store.

Grocery

530

Did not give employee opportunity to take you to requested product.

Your survey comments indicate that you did not give the employee the opportunity to walk you to a requested product.  If an offer is made to walk you to a product, you must accept it.  Do not decline an offer, because you perceive the employee to be too busy or the item not difficult to find.

Grocery

535

Did not state what employee who was asked for assistance was doing.

425 Your survey required you to state what the employee who you asked for assistance was doing at the time you requested help.  This information was not provided on your survey.

Grocery

540

Did not give cashier opportunity to ask for frequent buyer card.

Your survey indicated that you handed your frequent buyer card to your cashier before he or she had the opportunity to ask for it.  If you are not asked for your frequent buyer card, wait until several items have been scanned before presenting your card.

Grocery

545

Did not use correct sales flyer to check for advertised items.

The sales items you listed were not contained in the current in-store sales flyer.  You must check the dates on the back of the sales flyer to ensure you are using the correct flyer to check for advertised items.

Grocery

550

Did not provide complete descriptions of advertised items.

You did not provide complete descriptions of the advertised items you checked.  You must provide the brand name as well as the product name of the item.  For example, list "Tropicana Orange Juice," not just simply "orange juice."

Grocery

555

Did not observe a large bagging transaction.

Your assignment required you to observe a large bagging transaction.  A large transaction is considered 10 or more items.  Your survey indicates that you did not observe a large transaction being bagged.

Grocery

560

Observed cashier bagging when baggers were available.

Although your survey indicated that baggers were present on the front end when you checked out, you based the bagging questions on a cashier bagging.  According to the guidelines, the only time it is acceptable to base responses to the bagging section on a cashier bagging is when there are no baggers on the front end bagging.  If a bagger is bagging, then he or she should be observed.  It is sometimes easier to make a bagging observation at the beginning of a visit when one can be more discreet.

Grocery

565

Based responses to bagging questions on multiple employees.

You based your responses to the bagging questions on multiple employees.  You should pick a large order to observe and base all questions on the one transaction.  You should not base some questions on one order and other questions on another order. 

Grocery

570

Did not observe bagging transaction carefully or completely.

Your survey comments/responses indicate that you did not carefully observe a bagging transaction, or you stopped observing the transaction prior to it being completed.  If you are not in a position to see or hear a bagger clearly, then it is difficult to answer the questions accurately and provide the necessary data.  If you are only making a small purchase, it is sometimes easier to observe a bagging transaction prior to checking out when you can be more discreet.

Grocery

575

Bagged own groceries.

Your survey indicated that you bagged your own groceries.  It is imperative that you observe a store employee handling a bagging transaction, so that we may determine if employees are following the correct procedures.

Fast Food

600

By either specifying a size or ordering too many items at once, did not allow employee opportunity to up-sell or suggestively sell additional items.

One of the objectives of your assignment was to determine if an employee tried to suggestively sell or up-sell you additional food and/or beverage items.  By ordering too many items at once or by ordering specific sizes of items, there is little opportunity for an employee to offer suggestions for larger sizes or additional products.

Fast Food

605

Restaurant

800

Did not allow server opportunity to make menu suggestions.

Your survey indicates that you did not allow the server ample opportunity to make menu suggestions.  Even if you are not interested in an appetizer or dessert, you must give the server the opportunity to make recommendations.

Restaurant

805

Made special requests.

Your survey indicates that you made special requests to your food order.  Special requests which take additional time do not provide us with accurate information.

Restaurant

810

Did not order different entrée from companion.

Your survey and/or receipt indicates that you ordered the same food items as your companion.  According to the guidelines, you and your companion must order different food selections, so you may evaluate a wider selection of food items.

Restaurant

815

Did not evaluate all food items.

As indicated by your survey comments and/or receipt, you did not evaluate all the food items you ordered.  You must evaluate all items, including side items.

Restaurant

820

Did not tip 15%.

Your receipt and/or survey indicates that you did not tip your server 15%.  According to the guidelines provided, you must tip a minimum of 15%.