Creating a Mystery Shopper Checklist using eAuditor involves outlining specific criteria and tasks that a mystery shopper should evaluate during their visit.
Here’s a structured checklist that you can use:
Mystery Shopper Checklist
1. Preparation
Read and understand the assignment brief
Confirm visit date and time
Review the target location and any special instructions
2. Exterior Observation
Parking availability and condition
Storefront cleanliness and signage visibility
Presence of promotional materials and window displays
3. Initial Contact
Time taken to be acknowledged by staff
Friendliness and professionalism of the greeting
Staff appearance (uniform, name tag, grooming)
4. Store Layout and Cleanliness
Ease of navigation within the store
Cleanliness of floors, shelves, and common areas
Stock levels and organization of products
5. Product Knowledge and Assistance
Staff knowledge about products and promotions
Staff willingness to assist and provide recommendations
Quality and accuracy of information provided
6. Sales Interaction
Staff approach to up-selling or cross-selling
Handling of objections or questions
Overall experience of the sales interaction
7. Customer Service
Politeness and professionalism throughout the interaction
Efficiency and speed of service
Resolution of any issues or concerns
8. Purchase Process
Clarity of pricing and promotions
Ease of the checkout process
Receipt provided and accuracy of the transaction
9. Post-Purchase
Staff thank you and invitation to return
Any follow-up communication or service
10. Overall Impression
General ambiance and atmosphere of the store
Overall satisfaction with the visit
Likelihood of returning and recommending to others
To implement this checklist in eAuditor, follow these steps:
Create a New Template: In eAuditor, go to the Templates section and create a new template.
Add Sections and Items: Add each section of the checklist as a new section in the template. Under each section, add the relevant items.
Customize Response Types: For each checklist item, choose the appropriate response type (e.g., Yes/No, Text Field, Number, etc.).
Set Up Scoring: If you want to quantify the results, set up scoring for each item.
Test the Template: Before using it in a real scenario, test the template to ensure it captures all necessary information.
Deploy to Mystery Shoppers: Share the template with your mystery shoppers so they can use it during their visits.
By following these steps, you can create a comprehensive Mystery Shopper Checklist that can be used within eAuditor to ensure a consistent and thorough evaluation of customer experience.
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