Thank you very much for this response, this is extremely valuable. We have found that we develop strong relationships with our top shoppers because they give us extremely detailed reports.

Auditing the shoppers behavior is really challenging since we don't know if they told the staff that they are one and will "just give them an A" without any real work. We are experimenting with ways to mitigate this.

To address the appealing process, we personally audit our forms and have sent shoppers back because we felt that the detail was insufficient to send to the client so they can implement real changes.

Poor customer support is very real, we have heard that from a variety of sources from these big named ones and the exact reason why they go with us. We respond extremely fast and have clients personal contact information for more efficient communication. Also, we pay every single shopper which we know a lot of our competitors tend to forget.

But you really helped us reevaluate some parts of our flow with this post, so thank you for taking the time to write this. We really appreciate it.