Generic Mystery Shopper Checklist

This mystery shopping questionnaire template can be used to record general observations about the customer service, environment, product quality and general customer experience at retail and other service provider facilities.

Generic Mystery Shopper Checklist



Overall Impression

1. What was your overall impression?


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2. What was done well or impressed you?


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3. What could be improved?


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4. Any other comments?


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General Questions

1. Is parking available near the building?


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2. Could you easily locate the place?


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3. Were there visible signs directing to the entrance?


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4. Was the building easy to find?


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Reception

1. Upon arrival, was the reception welcoming?


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2. Was there a staff person present?


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3. Did the receptionist greet you?


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4. Did the receptionist ask how he/she could help you?


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5. Did the receptionist make eye contact?


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6. Did the receptionist direct you to the place you needed to go?


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7. Was the receptionist friendly?


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8. Was the resource staff member wearing a name tag?


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9. Did the resource staff member ask you to complete a sign-in sheet?


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10. Were you satisfied with the waiting time at reception?


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11. Did the receptionist give an overview of available services?


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12. Did the receptionist ask if you had any questions?


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Rate The Staff Member/s

1. Please rate the resource staff member on the following criteria:


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2. Were the staff members friendly?


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3. Were the staff members available?


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4. Were the staff members courteous?


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5. Were the staff members helpful?


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6. Were the staff members attentive?


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7. Did the staff members have a professional appearance?


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8. Did the staff members behave professionally?


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9. Did the staff members display an acceptable/good level of knowledge?


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10. Did the staff members make you feel welcome?


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11. Did the staff member(s) explain things in a comprehensible manner?


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12. Did the staff members treat you with respect?


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13. Were any questions answered well?


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Services At The Store

1. How was the service?


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2. How long was the waiting time before you received the service?


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3. Were staff knowledgeable about services?


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4. Were staff knowledgeable about pricing?


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Environment

1. Did the shop have a warm and welcoming ambience?


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2. Did the shop have a visual appeal?


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3. Was the shop well-organized?


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Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

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