Now, we get into the subject of trust. With the distortion of data and often coupled with human error, big mistakes can be made. Accidentally of course. Mistakes happen all the time, in any situation – not just relating to Mystery Shopping. In my humble opinion, it’s alright to make mistakes, as long as it is honestly admitted to. Things can then be fixed, corrected and rectified. Of course nobody likes mistakes, but they happen.
The biggest problem is not the mistake itself. It’s how people react to the mistakes. For those being evaluated it’s an understandable situation. They fear the lost of their job, a pay cut or whatever else that the company may deem suitable in relation to the evaluation. For shoppers is comes down to a question of honesty and integrity – people do not liked to be questioned.
For example, sometimes information may be omitted and the situation gets messy with a “he said, she said” situation. This can at times arise and causes conflict. It would then be further investigated and decided on whether the report is honest and valid or whether it is to be rejected.