Café and Coffee Shop Mystery Shopping Checklist

Welcome and ordering

• Customer greeted within an agreed time, even during a queue
• Menu boards clear, with prices and current offers displayed
• Order taken accurately and repeated back
• Relevant upsell suggested, such as a pastry or size upgrade

Speed and accuracy

• Time from order to receiving the drink within the standard
• Order correct, including milk, size and customisations
• Customer's name called correctly or order delivered to the table

Product quality

• Drink served at the right temperature and to the brand recipe
• Presentation consistent with brand standards
• Food fresh and correctly labelled, including allergen information

Cleanliness

• Counter, tables, condiment station and washrooms clean
• Staff appearance and hygiene to standard

Payment and farewell

• Payment fast, loyalty app or points offered
• Customer thanked and invited back

Delivery and mobile orders

• Delivery app orders accurate, well packed and on time
• Mobile pick-up orders ready at the promised time

Sample evaluation questions

• How many minutes from ordering to receiving your drink?
• Was your order correct? (Yes / No)
• Were you offered an additional item? (Yes / No)
• Was your table and the condiment area clean? (Yes / No)
• Overall, how likely are you to return? (0–10)

How to score café evaluations

Speed, accuracy and product quality should carry the most weight, followed by cleanliness and upselling. Visits at morning peak, afternoon and weekend times give a balanced picture. See our restaurant and café mystery shopping page for programme options.

Related checklists

See all mystery shopping checklists by industry, including the restaurant checklist.