WHEN CAN I START COMPLETING IT?
Everything in your report should be written after the event. Writing it in advance may invalidate your report. However, if there is a telephone enquiry section, you may complete this before the visit (after you have made the call of course!)
FACTS VS OPINIONS
Please use factual statements unless asked otherwise. Most of our clients want to know what happened, rather than your opinion on what happened. Also, please write everything in the past tense.
WHAT IS 'IN CONTROL OF THE TEAM ON DUTY'?
Unless otherwise stated, your report should only rate or comment on things that are in the control of the team on duty. For example, if you don't like the décor, think the pricing is too high, or felt the venue was too busy, you should ignore these when considering your response.
CAN I COPY REPORTS I'VE PREVIOUSLY WRITTEN?
No, the content of your report must be original and be completed after the event. Similarly, you should not compare your experience with any other Mystery Visit or personal experience.
SHOULD I ADD TEXT COMMENTS TO ALL QUESTIONS?
In most cases, yes. This helps the reader to imagine they were there. Comments are particularly important if you have selected 'No' on a Yes/No question.
DECIDING BETWEEN YES, NO AND N/A
Only use the 'N/A' option if the question does not apply to any scenario you encountered during your experience. If in doubt about whether to mark 'Yes' or 'No' Only account for things in the team's control when deciding on whether to mark ‘Yes’ or ‘No’ to a question and if you select 'No' make sure you state why in the comments.
HOW MUCH DETAIL SHOULD I WRITE?
All assertions should be supported with clear evidence. For example, instead of writing 'My pizza was not very nice', explain clearly what was wrong with it. For example, sparse ingredients, overcooked, lack of seasoning, served at the wrong temperature etc.