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Audit

Cleanliness and Appearance

Was the parking lot clean and free of trash and debris?

Was the store entrance clean and well maintained?

Did any signage throughout the store appear to be worn or damaged?

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

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

Were aisles free of clutter and obstructions?

Employee Behaviors

Were you acknowledged by an associate within 30 seconds of entering the store?

When you were greeted, what was said?

Did the associate/team member smile?

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

Did the associate/team member offer you help?

Did the associate/team member offer you an additional item?

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

Please detail your interaction with the sales floor associate. You must include what clothing item you inquired about as well as the associate’s response. (A minimum of 3-4 sentences is required.)

Did all associates you came in contact with have an upbeat and friendly tone?

All associates/team members are courteous?

Please state his/her name and department and describe the rude/discourteous behavior.

Did any associates/team members provide above-and-beyond service?

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

Did all OTHER (not previously evaluated) associates/team members you encountered or passed throughout the store smile and greet you? (During your shopping trip, you may find associates throughout the store performing various tasks. Did they smile and greet you?)

Please describe where in the store you encountered the associate(s)/team member(s) and the associate name(s) or description. Please describe the situation in which you encountered the associate(s).

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

Did the cashier greet/acknowledge you the moment you reached the counter?

Did the cashier ask if you found everything?

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

If you are not a member, did the cashier ask if you would like to join?

Did the cashier mention the invitation for the customer/guest satisfaction survey at the bottom of the receipt?

Did the cashier thank you at the end of your transaction?

Was carry-out service offered if you had more than 2 bags?

The Path to Purchase

Was every item you wanted to purchase available?

Please list unavailable item(s).

Did all perishable merchandise (salads, sandwiches, etc.) appear fresh (not brown/old)?

Were all items that were checked for freshness found to be within code (not expired)?

What was the number of registers staffed when you got in line?

Was there at least one (1) express lane open?

Were there less than three (3) customers in line?

Did you observe a call for additional help (to manage the line or open another register)?

How long did your transaction take from the time you reached the counter until you received your receipt?

Completion

Conclusion and Recommendations

Inspector's Full Name and Signature

Retail Mystery Shopper Checklist

Created by: SafetyCulture Staff | Industry: General | Downloads: 689

Use this Retail Mystery Shopper Checklist to evaluate retail employees on their adherence to the standard practices of the company. This checklist covers employees attitude and behavior when assisting and acknowledging a customer. Use iAuditor the world’s most powerful digital inspection app to perform your audits and generate a comprehensive report on how to improve on retail services.

Signup for a free iAuditor account to download and edit this checklist. It will be added to your free account and you will be able to conduct inspections from your mobile device.

Download and edit this free checklist

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Audit

Cleanliness and Appearance

Was the parking lot clean and free of trash and debris?

Was the store entrance clean and well maintained?

Did any signage throughout the store appear to be worn or damaged?

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

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

Were aisles free of clutter and obstructions?

Employee Behaviors

Were you acknowledged by an associate within 30 seconds of entering the store?

When you were greeted, what was said?

Did the associate/team member smile?

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

Did the associate/team member offer you help?

Did the associate/team member offer you an additional item?

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

Please detail your interaction with the sales floor associate. You must include what clothing item you inquired about as well as the associate’s response. (A minimum of 3-4 sentences is required.)

Did all associates you came in contact with have an upbeat and friendly tone?

All associates/team members are courteous?

Please state his/her name and department and describe the rude/discourteous behavior.

Did any associates/team members provide above-and-beyond service?

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

Did all OTHER (not previously evaluated) associates/team members you encountered or passed throughout the store smile and greet you? (During your shopping trip, you may find associates throughout the store performing various tasks. Did they smile and greet you?)

Please describe where in the store you encountered the associate(s)/team member(s) and the associate name(s) or description. Please describe the situation in which you encountered the associate(s).

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

Did the cashier greet/acknowledge you the moment you reached the counter?

Did the cashier ask if you found everything?

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

If you are not a member, did the cashier ask if you would like to join?

Did the cashier mention the invitation for the customer/guest satisfaction survey at the bottom of the receipt?

Did the cashier thank you at the end of your transaction?

Was carry-out service offered if you had more than 2 bags?

The Path to Purchase

Was every item you wanted to purchase available?

Please list unavailable item(s).

Did all perishable merchandise (salads, sandwiches, etc.) appear fresh (not brown/old)?

Were all items that were checked for freshness found to be within code (not expired)?

What was the number of registers staffed when you got in line?

Was there at least one (1) express lane open?

Were there less than three (3) customers in line?

Did you observe a call for additional help (to manage the line or open another register)?

How long did your transaction take from the time you reached the counter until you received your receipt?

Completion

Conclusion and Recommendations

Inspector's Full Name and Signature