Shopper Scoring

Quick and Easy Shopper Scoring

All shoppers start with a score of 10. If none of the below occurs, score 10 and send through without commenting on the shop. All removed points must be commented on.

Shop has more than 4 spelling/grammar mistakes:         -1
Shop has more than 10 spelling/grammar mistakes:        -2
Shop has some non-objective comments:                    -1
Shop is heavily opinionated and must be heavily edited:  -3
Shop is late to the client when submitted:               -2
Shop does not have explanation of No answers (2+)       -1
Shop comments are yes, answers are no (2+)               -1
Shopper does explain several No answers                  +1
Shopper has great description that requires no editing   +1
If the shopper has 11 points after you have scored them, give them some quick kudos in comments! Something simple but nice, like: “Thanks, Anna, for a great shop!”

Sample Shopper Coaching

Below are some sample coaching comments that you can copy and paste into shopper comments to coach without typing every time. These comments are based on the work of long-time RBG editors who have found the following to be the most effective.

Coaching for Removed Points:

Shop has spelling/grammar mistakes: In the future, please use spellcheck and proofread your report for proper grammar and capitalization. This report has been Finalized, and no further action is required. Thanks!

Shop has non-objective comments: Hello, in the future, please remember to keep comments objective. I removed your comments like, “I felt like I was being interrogated by the FBI,” and replaced them with “She asked me more questions than seemed necessary.” This report has been Finalized, and no further action is required.

Shop is late to the client when submitted: Hello, per the guidelines your report must be completed within 24 hours. Please ensure that is followed in the future. This report has been Finalized, and no further action is required. Thank you.

Shop does not have explanation of No answers: In the future, please be sure to comment on all negative/No answers and unchecked boxes. This shop is finalized and no other action is required. Thanks!

Shop comments are yes, answers are no: In the future, please double-check to make sure that your comments match your answers. This shop is finalized and no other action is needed. Thank you.

Coaching that does not require Removed Points:

When the shopper does not give enough detail: In the future, please go further in depth on positive interactions. Otherwise, thank you for a very good report! This report has been Finalized, and no further action is required.

When the shopper uses weight descriptors: Please do not use the phrase “heavy set” or other weight descriptors. This shop is finalized and no other action is needed. Thanks!

Survey-Specific Coaching

Bank Specific:
Hello, in the future, please answer the recommendations question with comments ONLY about the branch itself. It states in the question “This narrative is about the overall bank experience not about the employee that you met with.” Otherwise, thank you for a very good report! This report has been Finalized, and no further action is required.

Bank Specific:
In the future, please be sure to comment on all No answers and unchecked boxes. You did not explain why you answered No to “Did the banker wear a name tag and Fifth Third Pin?” and the points were therefore given back to the client. This shop is finalized and no other action is needed. Thanks!

In the future, please double-check to make sure that your comments match your answers. You answered “Did the banker initiate another conversation with anyone else that was not concerning your banking business?” as Yes but did not explain why your meeting was interrupted. This shop is finalized and no other action is needed. Thank you!

Comments for Incomplete Shops:

Frequent Incomplete Comments

Blurry/Unreadable Receipt: Hello, we are unable to read your receipt because it is blurry. I’ve placed the shop back in your log for correction. Please correct by uploading a clear, readable image within 24 hours for prompt payment. If you have any trouble with this, please feel free to email the receipt to me as an attachment. Thanks!

Blurry/Unreadable Business Card: Hello, we are unable to read the address on your business card because it is blurry. Please note that our system does shrink images and crop your image to ONLY the size of the business card before uploading. Please upload a clear, readable image within 24 hours for prompt payment. If you have any trouble with this, please feel free to email the business card to me as an attachment. Thanks!

Incorrect Receipt: Hello, you seem to have uploaded a receipt for the wrong location. Please submit the correct receipt within 24 hours for prompt payment. Thanks!

Too many No answers to correct (4+): Please adjust your report to ensure you are commenting on any “no” answers or unchecked boxes. Doing so confirms for the client the unchecked box or “no” is intentional. Please clarify the following points within 24 hours for prompt payment: [Insert brief list of No answers here]

Survey-Specific Incomplete Comments

Bank Specific:
Hello, if you have not already done so, please upload the receipt from your transaction (you can a fax copy to 512-233-0765). If you have already faxed your receipt, kindly disregard this message. Thanks!

Bank Account Opening Specific:
Hello, I have placed this shop back into your logs in case you are contacted by the banker for the second week follow-up. Per the guidelines, please allow 16 days after the date you opened up the account. Please re-submit when it has been two weeks since the date that you opened the account. Thank you.

Hello, please adjust your Week 2 report. You marked that the banker did not call, but you answer the second section of Week 2 as if he did, rather than marking “I did not speak to a banker.” Please adjust your report and re-submit within 24 hours for prompt payment.