Retail Store Mystery Shopper Checklist

Checklist for mystery shoppers and guests to assess customer experience in retail settings: store appearance, attitude of employees, stock availability etc.

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Retail Store Mystery Shopper Checklist



Cleanliness And Appearance

1. Was the parking lot clean and free of waste?


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2. Was the entrance of the store clean and well maintained?


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3. Was the signage in the store clearly visible and undamaged?


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4. Was the store clean, neat and well maintained (no dirty floors, unattended spills, etc.)?


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5. Was the restroom clean, well-stocked, and well-maintained (toilet paper/paper towels available, toilets/taps operational, etc.)?


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6. Were the aisles free of clutter and obstructions?


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Employee Behaviour

1. Were you approached by an employee within 30 seconds of entering the store?


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2. Did the employee smile at you?


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3. Did the employee ask what you were looking for?


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4. Did the employee offer to help?


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5. Did the employee offer you any additional items?


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6. Did the employee give you his/her undivided attention?


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7. Were all employees/team members polite?


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8. Did the associates/team members provide above-and-beyond services?


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9. Did any other (not previously evaluated) team members you encountered or passed in the store smile and greet you?


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10. Did the employee say a pleasant closing phrase (such as "Have a nice day," "Thank you for shopping," "Thank you," etc.)?


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11. Did the cashier greet you when you reached the counter?


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12. Did the cashier ask if you found everything?


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13. Did the cashier mention the loyalty/rewards program by name during the transaction?


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14. If you do not use the loyalty program, did the cashier ask you if you would like to become a member?


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15. Did the cashier refer to the customer/guest satisfaction survey at the end of the transaction?


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16. Did the cashier thank you at the end of the transaction?


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Process Until Purchase

1. Was every item you wanted to buy available?


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2. Did perishable items (salads, sandwiches, etc.) seem fresh?


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3. Were all items fresh?


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4. Were there fewer than three customers in line?


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5. How long did the transaction take from the time you arrived at the register until you received your receipt?


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6. How many registers were open when you got in line?


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Completion

1. Assessment and recommendations


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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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