Mystery Shopping Questionnaire for Banks

The branch address and opening hours on the website matched the actual branch on arrival

Exterior signage clearly identified the bank brand and was clean and in good repair

Parking was available, clearly marked, and accessible

Accessible parking and entrance were provided for customers with mobility needs

The ATM was operational and located in a safe, well-lit area

The branch entrance was clean, unobstructed, and welcoming

Opening hours were clearly posted at the entrance

The shopper was acknowledged by a greeter or staff member within 30 seconds of entering

A clear queue or ticket system was in place and easy to understand

Total wait time from entry to being served did not exceed five minutes

Seating was available and comfortable for waiting customers

Wait time was communicated proactively if longer than expected

The shopper was directed to the right staff member or counter for their inquiry

The teller greeted the shopper with a smile and used a courteous tone

The teller made eye contact and gave the shopper their full attention

The teller used the shopper's name at least once during the interaction

The teller handled the transaction or inquiry accurately and efficiently

The teller confirmed identification before processing any account activity

Account balance, transaction details, or personal information were handled discreetly at the counter

The teller asked at least one needs-based question to identify additional opportunities

The teller thanked the shopper at the end of the interaction

The shopper was offered a seat at a private desk or office for the inquiry

The banker introduced themselves by name and role

The banker asked open-ended questions to understand the shopper's needs

The banker actively listened without interrupting or rushing the conversation

The banker presented at least one product that matched the shopper's stated needs

The banker explained product features and benefits in plain language without jargon

The banker addressed objections or questions accurately and patiently

The banker demonstrated confident knowledge of the products discussed

The banker offered written materials, a brochure, or follow-up information

The banker asked questions to uncover additional financial needs beyond the original inquiry

The banker introduced at least one complementary product or service when relevant

The banker explained how the suggested products connected to the shopper's stated needs

The banker offered to refer the shopper to a specialist where appropriate (mortgage, investments, business)

The banker invited the shopper to take a clear next step (open the account, schedule a follow-up, complete an application)

The banker requested the shopper's contact information for follow-up

The staff member verified the shopper's identity using approved identification when required

Fees, interest rates, and key terms were disclosed clearly before any product was recommended

Disclosure documents or terms and conditions were offered in writing or via email

The banker asked suitability questions appropriate to the product discussed

No misleading claims or guarantees were made about returns, rates, or product performance

Marketing materials displayed in the branch matched the offers communicated verbally

Privacy notices and required regulatory disclosures were visibly posted in the branch

The branch interior was clean, tidy, and free of clutter

Marketing displays were current, well-organized, and free of expired offers

Customer service desks allowed for visual and audio privacy during conversations

Deposit slips, pens, and customer forms were stocked and accessible

Security cameras and visible security measures were in place at customer-facing areas

Staff displayed name badges or identification consistently

Restrooms, where available to customers, were clean and accessible

The overall atmosphere was professional and aligned with the bank's brand

The banker summarized the conversation and confirmed agreed next steps

The banker provided a business card or written contact details

The banker mentioned the bank's mobile app, online banking, or digital channels where relevant

The banker thanked the shopper for their visit

Any follow-up communication promised at the visit was received within the stated timeframe

The follow-up communication referenced specific details from the in-branch conversation

Total time spent in the branch (from arrival to departure)

Description of the most positive moment of the branch visit

Description of the single biggest area for improvement

Verbatim quote or phrase from any staff member that stood out (positive or negative)

Would the shopper open an account or proceed with the product based on this visit alone