The Retail Institute Mystery Shopping Visit Form

Mystery Shopping visits are a great way to conduct a structured evaluation of your stores. These visits typically focus on customer service but our form enables you to evaluate the entire customer experience. Mystery shopping can eventually evolve into contracting a third party service to conduct your visits. You can easily launch your own mystery shopping campaign by asking individuals outside the company to conduct a visit, guided by our self contained mystery shopping form.

The form is designed in MS WORD and can be easily modified to suit your specific priorities. The form has a scoring system that you can also modify, that will generate a quantitative score out of 100. This is ideal for comparison to other stores or to track trends in a specific store over several visits.

You can use our form to conduct mystery shopping visits to:

• Evaluate the entire customer experience in all stores or specific stores
• Quantify the customer experience using our score system
• Compare service between stores
• Evaluate the trends in a specific store or at chain level
• Understand areas of improvement and develop action plans

Our form can be printed on four 8 1/2 by 11 sheets or on one two sided 11 by 17 form in black and white.  There are coaching instructions included to guide the mystery shopper through the visit.

The form covers these key areas:

1. General Store Appearance, layout, entrance and facilities
2. Customer greeting and approach
3. The six step sales process
4. After the sale

The form is easy to understand and simple to complete by the mystery shopper. It's designed for the average shopper and requires no specific skills or training, just a desire to shop!