Mystery Shopping Questionnaire for Banks

Use this Secret Shopper Questionnaire for Banks to inspect teller and banker interaction, product knowledge, sales effectiveness, compliance, and branch environment.

Download as free PDF

GET A DEMO
SIGN UP TO USE TEMPLATE
SIGN UP

Mystery Shopping Questionnaire for Banks



Branch Exterior And Arrival

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


Photo Comment

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


Photo Comment

3. Parking was available, clearly marked, and accessible


Photo Comment

4. Accessible parking and entrance were provided for customers with mobility needs


Photo Comment

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


Photo Comment

6. The branch entrance was clean, unobstructed, and welcoming


Photo Comment

7. Opening hours were clearly posted at the entrance


Photo Comment
Entry And Queue Management

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


Photo Comment

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


Photo Comment

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


Photo Comment

4. Seating was available and comfortable for waiting customers


Photo Comment

5. Wait time was communicated proactively if longer than expected


Photo Comment

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


Photo Comment
Teller Interaction

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


Photo Comment

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


Photo Comment

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


Photo Comment

4. The teller handled the transaction or inquiry accurately and efficiently


Photo Comment

5. The teller confirmed identification before processing any account activity


Photo Comment

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


Photo Comment

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


Photo Comment

8. The teller thanked the shopper at the end of the interaction


Photo Comment
Personal Banker Or Advisor Interaction

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


Photo Comment

2. The banker introduced themselves by name and role


Photo Comment

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


Photo Comment

4. The banker actively listened without interrupting or rushing the conversation


Photo Comment

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


Photo Comment

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


Photo Comment

7. The banker addressed objections or questions accurately and patiently


Photo Comment

8. The banker demonstrated confident knowledge of the products discussed


Photo Comment

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


Photo Comment
Sales Effectiveness And Cross-sell

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


Photo Comment

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


Photo Comment

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


Photo Comment

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


Photo Comment

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


Photo Comment

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


Photo Comment
Regulatory And Compliance

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


Photo Comment

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


Photo Comment

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


Photo Comment

4. The banker asked suitability questions appropriate to the product discussed


Photo Comment

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


Photo Comment

6. Marketing materials displayed in the branch matched the offers communicated verbally


Photo Comment

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


Photo Comment
Branch Environment And Security

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


Photo Comment

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


Photo Comment

3. Customer service desks allowed for visual and audio privacy during conversations


Photo Comment

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


Photo Comment

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


Photo Comment

6. Staff displayed name badges or identification consistently


Photo Comment

7. Restrooms, where available to customers, were clean and accessible


Photo Comment

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


Photo Comment
Closing And Follow-up

1. The banker summarized the conversation and confirmed agreed next steps


Photo Comment

2. The banker provided a business card or written contact details


Photo Comment

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


Photo Comment

4. The banker thanked the shopper for their visit


Photo Comment

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


Photo Comment

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


Photo Comment
Overall Impression

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


Photo Comment

2. Description of the most positive moment of the branch visit


Photo Comment

3. Description of the single biggest area for improvement


Photo Comment

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


Photo Comment

5. Would the shopper open an account or proceed with the product 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