Healthcare Mystery Shopper Questionnaire

Use this Healthcare Secret Shopper Questionnaire to evaluate patient experience, from appointment booking, to reception, provider interaction, and follow-up.

Download as free PDF

GET A DEMO
SIGN UP TO USE TEMPLATE
SIGN UP

Healthcare Mystery Shopper Questionnaire



Initial Inquiry

1. Shopper inquiry channel used (phone, website form, email, listing site)


Photo Comment

2. The phone was answered within four rings or the online inquiry was acknowledged within one business hour


Photo Comment

3. The agent identified themselves and the community by name


Photo Comment

4. The agent asked for the prospect's name and contact details


Photo Comment

5. The agent asked qualifying questions about move-in date, bedroom needs, and budget


Photo Comment

6. The agent invited the prospect to schedule an in-person tour


Photo Comment

7. The agent's tone was friendly, professional, and unhurried


Photo Comment

8. Any pricing or availability information provided was accurate and consistent with the website


Photo Comment
Greeting And Arrival

1. Community signage at the entrance was clean, visible, and in good repair


Photo Comment

2. Parking for visitors was clearly marked and accessible


Photo Comment

3. The exterior, landscaping, and common areas were clean and well maintained


Photo Comment

4. The leasing office was open at the posted hours


Photo Comment

5. The shopper was greeted within 30 seconds of entering the office


Photo Comment

6. The agent stood up, made eye contact, and introduced themselves by name


Photo Comment

7. The agent asked for the shopper's name and used it during the visit


Photo Comment

8. Refreshments, brochures, or a welcoming seating area were offered


Photo Comment

9. The office interior was clean, organized, and free of clutter


Photo Comment
Qualifying And Needs Discovery

1. The agent asked how the prospect heard about the community


Photo Comment

2. The agent asked about desired move-in date and lease length


Photo Comment

3. The agent asked about bedroom and unit size needs


Photo Comment

4. The agent asked about budget or price range


Photo Comment

5. The agent asked about pets, vehicles, occupants, and lifestyle needs


Photo Comment

6. The agent asked what features or amenities matter most to the prospect


Photo Comment

7. The agent took notes or entered information into the leasing system


Photo Comment

8. The agent's questions felt conversational, not scripted or rushed


Photo Comment
Community And Unit Tour

1. The agent offered a tour of a model unit or available apartment


Photo Comment

2. The route covered key amenities (pool, gym, clubhouse, laundry, parking)


Photo Comment

3. The unit shown matched the prospect's stated preferences


Photo Comment

4. The unit was clean, odor-free, and tour-ready


Photo Comment

5. Lights were on and the unit was at a comfortable temperature


Photo Comment

6. The agent highlighted specific features and benefits during the tour


Photo Comment

7. The agent connected features to the prospect's stated needs


Photo Comment

8. The agent demonstrated working knowledge of floor plans, finishes, and pricing


Photo Comment

9. Common areas passed during the tour were clean and in good repair


Photo Comment
Sales Effectiveness And Closing

1. The agent presented at least one available unit with specific pricing and move-in date


Photo Comment

2. The agent explained any current specials, concessions, or incentives


Photo Comment

3. The agent walked the prospect through the application process and fees


Photo Comment

4. The agent addressed objections or concerns directly and accurately


Photo Comment

5. The agent asked for the application or attempted to close the lease


Photo Comment

6. The agent created a sense of urgency without high-pressure tactics


Photo Comment

7. The agent collected complete follow-up contact information


Photo Comment
Fair Housing Compliance

1. Fair housing or equal opportunity notices were visibly posted in the office


Photo Comment

2. The agent did not ask about race, religion, national origin, disability, family status, or other protected characteristics


Photo Comment

3. The agent did not make statements steering the prospect toward or away from specific units or buildings based on protected characteristics


Photo Comment

4. The agent applied screening criteria consistently regardless of prospect demographics


Photo Comment

5. The agent's language and behavior remained professional and inclusive throughout


Photo Comment
Follow-up Communication

1. A follow-up email, text, or call was received within 24 hours of the visit


Photo Comment

2. The follow-up referenced specific details from the in-person conversation


Photo Comment

3. The follow-up included next steps (application link, available units, second tour)


Photo Comment

4. The follow-up message was personalized, not a generic template


Photo Comment

5. A second follow-up was attempted within 48 to 72 hours if no response


Photo Comment
Overall Impression

1. Total time spent on the in-person visit (from arrival to departure)


Photo Comment

2. Description of the most positive moment of the shopper experience


Photo Comment

3. Description of the single biggest area for improvement


Photo Comment

4. Verbatim quote or phrase from the agent that stood out (positive or negative)


Photo Comment

5. Would the shopper rent this apartment based on this visit alone


Photo Comment

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.

Is this sample what you are looking for?
Sign up to use & customize this template, or create your own custom checklist.

NEW! Try generating a custom checklist with our free AI tool:

AI spark green AI CHECKLIST CREATOR

Easy inspection app for your digital checklists

  • Conduct inspections anytime, anywhere - even offline
  • Capture photos as proof of compliance or areas needing attention
  • Instantly generate and share detailed reports after the inspections
  • Assign & track follow-up tasks, view historical trends on a centralized dashboard
GET A DEMO
START FREE TRIAL
GoAudits care app