HI Retail Mystery Shopper Checklist

• Outlet:

• Date and Time of Inspection:

  Date

• Inspected by:

• Staff Member In Store:

• Supervisor:

Cleanliness and Appearance

• Are the windows clean?

  Yes

  No

  N/A

• Was the store entrance clean and well maintained?

  Yes

  No

  N/A

• Was the counter uncluttered, clean and tidy?

  Yes

  No

  N/A

• Was the signage throughout the store appropriate, nothing hand written, worn or damaged?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was the store free of dust?

  Yes

  No

  N/A

• If applicable, was the restroom clean, well-stocked, and maintained (toilet tissue/paper towels available, toilets/faucets operational, etc.)?

  Yes

  No

  N/A

Employee Behaviors

• Were you acknowledged by the team member within 15 seconds of entering the store?

  Yes

  No

  N/A

• When you were greeted within 30 seconds, what was said?

  Yes

  No

  N/A

• Did the team member smile?

  Yes

  No

  N/A

• Did the team member ask what you were shopping for today?

  Yes

  No

  N/A

• Did the team member offer you help?

  Yes

  No

  N/A

• Did the team member give you his/her undivided attention?

  Yes

  No

  N/A

• Were the team members making tasks a priority?

  Yes

  No

  N/A

• Did all team members you came in contact with have an upbeat and friendly vibe?

  Yes

  No

  N/A

• Were all team members courteous?

  Yes

  No

  N/A

• If applicable, please state his/her name and describe the rude behaviour?

• Did any team members provide above-and-beyond service?

  Yes

  No

  N/A

• Please state his/her name and department and describe the above-and-beyond behavior.

• Did the team member provide a pleasant closing comment (“Have a good day,” “Thanks for shopping with us,” “Thank you,” etc.)?

  Yes

  No

  N/A

Merchandise and Environment

• Could you find the size you wanted to try on?

  Yes

  No

  N/A

• Please list unavailable item(s).

• Did you receive assistance while on the shop floor?

  Yes

  No

  N/A

• Was the merchandising clean and tidy?

  Yes

  No

  N/A

• Were the products priced?

  Yes

  No

  N/A

• Were aisles free of clutter, boxes and obstructions?

  Yes

  No

  N/A

• Did you receive assistance in the change room?

  Yes

  No

  N/A

• Were mirrors/glass in store free from finger prints and debris?

  Yes

  No

  N/A

Completion

• Conclusion and Recommendations

• Mystery Shoppers Full Name and Signature

  Sign