We often get asked how we determine the standards of your Mystery Shopping Reports. Below are the criteria we used in determining whether your report is Excellent, Good, Satisfactory or Poor:
Satisfactory: reports are suitable for publication without return and following acceptable amendment.
Good: reports are suitable for publication with little amendment.
Excellent: reports require almost no amendment and reporting goes well beyond that expected.
Poor: reports are unsuitable for publication requiring return/unacceptable amendment.
Volume of written text
‘Satisfactory’ requires (mandatory):
- Three to four relevant sentences in required comment boxes.
- Word counts met without duplication of comments.
- Comments in all required comment boxes.
Quality of written text
‘Satisfactory’ requires: shoppers to tell a coherent story of their experience. They should include what happened, how they were treated as a customer and how they felt about this, what went well and what could have been better. Comments should enable clients to recognise best practice or improve on their performance.
- Comments state clearly, and in sufficient detail, what the shopper thought and felt about their experience.
- Comments contain positives, as well as what could be improved.
- Comments are concise, organised, to the point, and make sense.
- Comments build on the ‘yes/no’ indicators and do not repeat them.
- Comments are not likely to cause offence.
- Comments/phrases/words are not repeated needlessly in more than one comment box.
- Comments clarify any ambiguity in the ‘yes/no’ indicators for a particular question(s).
Grammar and spelling
- Mostly correct use of punctuation (capital letters; full stops; commas).
- Mostly consistent tense use (past/present).
- Mostly correct spelling.
- Mostly clear and coherent sentences.
Accuracy and consistency
- ‘Yes/no’ indicators are marked accurately, and consistent across sections.
- Comments match the ‘yes/no’ indicators.
- Comments are accurate against recorded telephone enquiries, email responses and video footage.
- Comments are not contradictory across sections.
- Comments are recorded in the correct section/comment box.
- N/A boxes are not ticked when clear evidence is available for comment.
- Staff names are recorded and used/spelt consistently throughout.
- Dates and times are recorded accurately.
- Overall scores match the ‘yes/no’ indicators as well as comments made.
- Staff descriptions comply with guidance.
- Instructions have been followed.
Your scoring shows as a % on your account, you can see this by going into 'my settings' on your home page. The higher your % the better our experience has been with you as our Mystery Shopper.