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Why the Redundancy? July 19, 2013

Posted by Ann Michaels & Associates in Uncategorized.


Shoppers often ask us why, when they answer “no” to questions on a mystery shopping report, they are required to offer additional comments. This especially holds true when they are considered to be questions that need no further explanation, such as “Was the employee wearing a visible name tag?” Or “Did the employee attempt to upsell or cross sell?”


It may seem redundant, but the additional comments are useful for a couple of reasons:


1. Your comments may shed additional light into the experience. In the case of the visible name tag, you may have answered this with a “no” response, but in fact, the employee was wearing a name tag, though it was hidden by a jacket, long hair, or even worn somewhere that was not clearly visible to the typical customer. That information is helpful to the client, and without the additional comments, we would have no way to know this.


2. It serves as a quality control measure. Sometimes the reports are long or sensitive to clicking. It can be easy to click on the “yes” box, then inadvertently click again near the “no” box without realizing it before moving on to the next question. When this happens, and there are no supporting comments for the erroneous “no” response, the report will throw an error message, requiring you to go back to find out what is wrong. At that point you will see that the answer was not what you intended.


On a similar note, requiring the additional comments will ensure that you are answering all questions accurately. Even if you go back and check your work before submitting, errors can be made. Requiring additional comments for “no” responses is one way to assist with quality control, which helps everyone.


While some things seem unnecessary or redundant, there is always a method behind the madness.



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