Mystery Shopper Guide

Shop window

Attractive

Unattractive

acknowledged with smile or greeting

yes

no

what were staff doing

watching for new customers/anyone needing help

restocking/tidying racks/ other admin work

chatting with each other, ignoring customers/no staff visible

were you approached by a staff member

on entering shop

while browsing

no one approached at all

first impressions of the shop

welcoming, tidy, friendly

okay

unwelcoming, untidy, unfriendly

displays

attractive

okay

unattractive

assistant asked questions to clarify needs

yes

no

assistant had good knowledge

yes

no

wearing name badge

yes

no

professionallydressed

yes

no