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Mystery Shopper Checklist Template

This general mystery shopping questionnaire is used to record the overall impression a mystery shopper has of a company. Document the unbiased observations about the company's customer service, environment, product quality and general customer experience. This template is used to evaluate the following points:

1. Assess the location and ambience of the company
2. Quality of customer service
3. Service/Product availability and quality

Complete the Mystery Shopping by writing down your recommendations, possible improvements and overall impressions in a Mystery Check List. Take photos for comprehensive reports. You can use this Mystery Shopping checklist as a template for your own form and adapt it to the specific needs of your industry or use case.
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Mystery Shopper Checklist Template

Audit

General Questions

(Upon arrival) Please indicate whether the following statements are correct:

There is available parking near the building.

I easily located the room/place.

There were visible signs directing to the entrance.

REFERENCE: Visible entrance signs[This is an example of how you can use Lumiform to include best practice reference images in your templates to assist with inspections]

The building was easy to find.

Upon entering, was the reception area welcoming?

Was there a staff person present?

Did the receptionist greet you?

Did the receptionist person:

Ask how he/she could help you?

Make eye contact?

Direct you to the place you needed to go?

Is the receptionist friendly?

Was there a resource member of the staff present?

Was the resource staff member wearing a name tag?

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

Are you satisfied with the waiting time at reception?

Please indicate whether the following statements are true about your interaction with the resource staff member:

He/she gave an overview of available services?

He/she asked if I had any questions?

Rate the Staff Member/s

Please rate the resource staff member on the following criteria:

Friendliness

Availability

Courteousness

Helpfulness

Attentiveness

Professional appearance

Professional behavior

Level of knowledge

How well did he/she make me feel comfortable?

How well he/she explained things in a comprehensible manner?

How well he/she treated me with respect?

How well was the question was answered?

Services

After spending time in the store/shop and using the services, please indicate how satisfied you were with the following aspects:

How was the service?

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

Staff's knowledge about services

Staff's knowledge about pricing

Environment

Please rate the shop on the following:

Welcoming environment

Visual appeal

How well it was organized

Overall Impression

What was your overall impression?

What was done well or impressed you?

What could be improved?

Any other comments?

Completion

Name and Signature of Respondent

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