Mystery Shopper Checklists

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Published December 17th, 2020

What is a Mystery Shopper Checklist?

A mystery shopper checklist is a tool used by secret shoppers to assess and record customer experience feedback. Used by organizations and companies for internal checks or competitive market research purposes, mystery shopper checklists help evaluate the performance of retail establishments, restaurants, hotels, and many other businesses.

Also called mystery shopper forms, mystery shopper checklists typically cover multiple areas of an establishment such as customer service, cleanliness, product quality, overall layout, and compliance with safety regulations, service guidelines, and business procedures.

In this article we will discuss the following:

Mystery Shopper Questions

Mystery shopping checklists contain a list of questions that can guide mystery shoppers on what to do and what to observe during the actual mystery shopper survey. Here are what mystery shoppers typically observe:

Physical features

Mystery shoppers are usually asked to observe the physical features of an establishment—location, signs, parking, cleanliness, ambiance—and provide feedback. This helps determine if an establishment is on-brand and aligned with overarching business goals.


How the staff interacts with guests and customers, the employees present, and the overall treatment that the mystery shopper receives from the establishment are usually recorded on the mystery shopping checklists in order to assess if the service provided in an establishment is meeting business expectations and following protocol.

Goods and services

Mystery shopping checklists ultimately will ask the mystery shopper questions that help assess the quantity and quality of products and services offered at establishments. Feedback from mystery shoppers can provide a unique perspective on the level of quality currently available and can be an opportunity for the business to determine strengths and opportunities for improvement on goods and services.

Mystery Shopper Checklist App

iAuditor by SafetyCulture can help your mystery shoppers work on-site more efficiently and replace paper-based questionnaires and forms with a digital checklist app. Capture feedback in real-time with the use of your mobile device or tablet. With iAuditor you can:

  • Have secret shoppers discreetly and conveniently observe and gather feedback
  • Create comprehensive reports by capturing and attaching photos to your report
  • Save hours in writing reports. iAuditor can generate reports as you finish a questionnaire or form
  • Immediately share your report to members of your organization. Preview a sample report.
  • Edit iAuditor mystery shopper templates to fit the specific needs of your mystery shopping questionnaires
  • Use for free with small teams. Unlimited reports and storage for premium accounts.

To get started, we have compiled these mystery shopping checklists that you can download for free and customize according to your business needs. These checklists cover hotels, restaurants, retail establishments, cafes, and more.


Erick Brent Francisco

SafetyCulture staff writer

As a staff writer for SafetyCulture, Erick is interested in learning and sharing how technology can improve work processes and workplace safety. Prior to SafetyCulture, Erick worked in logistics, banking and financial services, and retail.