Templates
Secret shopper restaurant checklist

Secret shopper restaurant checklist

Use this checklist to evaluate key aspects of your restaurant and get structured, third-party feedback so you’ll know what exactly to improve.

Use this template
or download pdf
Secret shopper restaurant checklist

Use this checklist to evaluate key aspects of your restaurant and get structured, third-party feedback so you’ll know what exactly to improve.

Use this template
or download pdf

About the Secret shopper restaurant checklist

Since they’re anonymous and come from outside your restaurant, secret shoppers can give important, unbiased insights about your restaurant’s customer experience. With this secret shopper restaurant checklist, you can get a clear, structured overview of how your staff and environment perform from an outsider’s perspective.

This checklist assesses key areas like cleanliness, service quality, and customer satisfaction. You’ll be able to use it to pinpoint specific areas of improvement and uphold your brand’s reputation, ultimately driving meaningful changes.

Overview of the secret shopper restaurant checklist

Secret shoppers are unbiased evaluators who assess every aspect of a dining experience. Our secret shopper restaurant checklist is structured to cover key stages of the customer journey, from the moment they enter the restaurant to when they leave. The template is divided into key sections such as arrival and greeting, ambience, service, and food quality.

With this checklist, you can ensure that all critical aspects of the dining experience are evaluated consistently. The structured format makes it easy to compare multiple visits or different branches, allowing for data-driven decisions. You benefit from clear, actionable insights that are easy to implement, improving customer satisfaction and service efficiency.

How to use the secret shopper restaurant checklist

Follow these steps to get consistent, practical feedback based on the checklist:

  1. Customize the checklist. The checklist is fully editable within the Lumiform app, allowing you to tailor it to specific areas of your business. If your focus is on service speed or atmosphere, you can modify the checklist to include sections that emphasize these.
  2. Assign the checklist: Share the editable checklist with your secret shopper, making sure they understand the criteria they are evaluating. This helps streamline feedback and keeps it consistent across different locations or visits.
  3. Conduct the assessment: To capture the most authentic customer experience, secret shoppers should complete the checklist during their visit or immediately after. This real-time evaluation helps ensure no details are overlooked, giving you the most accurate feedback possible.
  4. Analyze the feedback: Once completed, you can analyze the checklist results within the app. Look for patterns in the feedback, such as recurring issues with service or food quality, to understand where improvements are needed. You can compare data across multiple branches, allowing you to spot trends and address issues proactively.
  5. Implement changes: Use the information gathered from the checklist to guide your team on necessary changes. Whether it’s additional training for staff, adjustments to food presentation, or improvements in cleanliness, actionable feedback leads to real improvements.

Download Lumiform’s secret shopper restaurant checklist today

Get immediate insights into your restaurant’s performance with Lumiform’s secret shopper restaurant checklist. This ready-to-use tool lets you capture essential details about customer interactions, food quality, and ambience quickly and efficiently. With this template, you can make consistent evaluations and spot areas that need attention.

Categories

  • Quality management templates
  • Hospitality templates
  • Quality assurance templates
  • Templates for business processes
Preview of the template
Page 1
Arrival & Greeting
Was the entrance clean and welcoming?
Did the host/hostess greet you promptly and with a smile?
Were you seated in a timely manner?
Ambience & Cleanliness
Was the dining area clean and well-maintained?
Was the temperature and lighting comfortable?
Was the noise level appropriate for the type of establishment?
Service
Did the server introduce themselves and provide their name?
Did the server have extensive knowledge of the menu and specials?
Were orders taken promptly and accurately?
Did the server check on you throughout the meal?
Was the server attentive and responsive to your needs?
Was the service overall friendly and professional?
Food Quality
Was the food served at the appropriate temperature?
Did the food taste fresh and flavorful?
Was the food presentation appealing?
If you had any special requests, were they accommodated?
Overall Impression
How would you rate your overall dining experience?
Would you recommend this restaurant to others?
Additional comments or feedback:

Frequently asked questions

What is a restaurant secret shopper?

A restaurant secret shopper is a hired individual who visits a restaurant undercover to evaluate the customer experience. They assess various aspects like service, cleanliness, food quality, and overall atmosphere. By acting as a regular customer, they provide objective, detailed feedback to help restaurants improve their operations and meet customer expectations.

Do secret shoppers really get paid?

Yes, secret shoppers are typically compensated for their time and effort. Payment can vary depending on the scope of the evaluation and the company that hires them. Some secret shoppers receive a flat fee, while others might be reimbursed for their meal on top of a small payment for completing the evaluation.

How can secret shoppers improve restaurant service quality?

Secret shoppers provide unbiased feedback from a customer’s perspective, giving restaurants an honest look at their strengths and weaknesses. Their reports can highlight specific areas like staff attentiveness, food presentation, or cleanliness that need improvement. This information allows management to make informed decisions about staff training, service protocols, and operational adjustments.

How do restaurants choose their secret shoppers?

Restaurants often hire secret shoppers through third-party agencies that specialize in mystery shopping services. These agencies vet shoppers based on factors like experience, professionalism, and attention to detail. In some cases, you can specify requirements for secret shoppers, such as familiarity with the type of cuisine or dining experience your restaurant offers.

How do secret shoppers stay anonymous during their visits?

Secret shoppers remain anonymous by blending in with regular customers. They typically avoid drawing attention to themselves by behaving like any other diner—ordering meals, interacting with staff, and paying their bill as usual. They are trained to discreetly observe and record their experience without revealing their role, ensuring that the restaurant staff operates naturally.

This template, developed by Lumiform employees, serves as a starting point for businesses using the Lumiform platform and is intended as a hypothetical example only. It does not replace professional advice. Companies should consult qualified professionals to assess the suitability and legality of using this template in their specific workplace or jurisdiction. Lumiform is not liable for any errors or omissions in this template or for any actions taken based on its content.