Mystery Shop

• Client / Site

• Conducted on

  Date

• Prepared by

• Personnel

Staff Appearance

• 1. Were all team members wearing the correct uniform and well groomed according to store standards?

  Yes

  No

• 2. Did you observe an team members on their phone, eating, drinking or chewing gum during your visit?

  No

  Yes

Customer Service

• 3. During your interaction with a team member did they respond to you and assist in a friendly and professional manner?

  Yes

  No

  NA

• 4. Did the team member offer assistance & could they recommend a product that suited your needs?

  Yes

  No

  NA

• 5. Did the team offer any additional add on items to your purchase?

  Yes

  No

  NA

• 6. Did the team offer a dog treat to your dog?

  Yes

  No

  NA

• 7. Did the team member ask to see ID (if under 25)?

  Yes

  No

  NA

Store Cleanliness

• 8. Were the floors inside the store clean?

  Yes

  No

• 9. Was the specials merchandise area clean?

  Yes

  No

• 10. Was the register area clean?

  Yes

  No

• 11. How well were all the shelves clean & free of dust?

  Good

  Fair

  Poor

  N/A

• 12. Was the refrigerated area clean?

  Yes

  No

Merchandising

• 13. Were store promotional items set up & well presented?

  Yes

  No

• 14. How well where shelves filled with products pulled forward & forward facing?

  Excellent

  Good

  Poor

• 15. Were specials tickets in place in an effective manner?

  No

  Yes

Customer Service

Register experience

• 16. Name of team member who served you/ you observed at the register today:

• 17. Did the team member at the register offer you a friendly greeting?

  Yes

  No

• 18. Did the team member smile at you?

  Yes

  No

• 19. Did the team member ask if you were a Hump Club member?

  Yes

  No

• 20. How effectively did the team member try to sign you up to Hump Club (explaining benefits of becoming a member etc.)?

  Good

  Fair

  Poor

  N/A

• 21. Did the team member at the register tell you the amount owing in a polite manner?

  Yes

  No

• 22. Did the team member at the register thank you?

  Yes

  No

• 23. Did the team member at the register offer a friendly goodbye and/ or other comment?

  Yes

  No

• 24. Was your transaction handled efficiently at the register?

  Yes

  No

Customer Impressions

• 25. Based on your visit today, would you return to the store?

  Yes

  No

• 26. Based on your visit today, would you recommend this store to family and friends?

  Yes

  No

• 27. How would you rate the customer service today?

  Excellent

  Good

  Poor

• 28. How would you rate your overall experience today, taking into account presentation, service ambience and product?

  Excellent

  Good

  Poor

Comments

• Any additional comments