Common Appeals and Decisions

Common Appeals and Decisions

There are several common reasons for a report being appealed by the client:
  1. Error in scoring - the comment does not match the scoring.
  2. Site could not perform properly because of Ops/technical issues (short of staff, food/drinks deliveries, suppliers’ shortages, electrical issues, floods, weather conditions, protests in the streets etc.)
  3. Brief not followed e.g. assessor did not order the right items.
  4. CCTV records not matching the assessor's account.
  5. Disagreeing with comments/judgments made by assessors.
  6. The report is missing important information/descriptions/details.
  7. Photos/receipts/recordings are missing.
  8. Wrong place visited.
Standard decisions:
  1. Where there is a clear error e.g. incorrect scoring, brief not followed resulting in loss of opportunity to meet service steps - scores will be amended, an apology offered to the client and a validator error logged on the system.
  2. Where the assessor's account of events has been questioned/disagreed with on the account of the team - we will reach out to the assessor to confirm their account of events, giving them information where appropriate as to what the team remember. Where the assessor has reconfirmed their events and there is no reason for doubt, no changes will be made to the report.
  3. Where the assessor's account of events do not match what has been witnessed on CCTV - we need to see the relevant evidence to ensure the team have correctly identified the assessor and the CCTV clearly shows they have not been accurate with their account (e.g. we can clearly see if menus were handed to the table, but we would be unable to confirm any conversations had). Where this is clear, we would amend the impacted questions.
  4. Where there is missing detail/photos/receipts - we will reach out to the assessor to obtain what is missing and add the information/photos to the report, updating any scores if required.
  5. Where it is clear the visit has taken place at the incorrect location - the report will be discarded and a revisit offered.
  6. Where there is an unforeseen circumstance impacting operations/deliverables - scores will be amended to the directly impacted questions only e.g. a broken coffee machine will impact any questions relating to hot drinks only.
  7. Any appeals that are have multiple issues highlighted, we will consider if the report needs to be discarded. If we have to change too much within the report to correct it, the data becomes invalid and it is best to offer a revisit.
Where we are unsure about any appeals, we will reach out to the relevant CSM for advice on how best to proceed.

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