A good questionnaire turns your service standards into observable, scorable questions. These sample questions can be adapted to most retail, hospitality and service businesses.
Mystery Shopping
Mystery Shopping Questionnaire: Sample Questions
8 min read·8 September 2026·
Arrival and first impression
- Was the entrance clean and free of obstacles?
- Were you greeted within 30 seconds of entering?
- Did the staff member make eye contact and smile?
Needs discovery
- Did the staff member ask open questions about your needs?
- Did they ask about budget, timing or preferences?
- Did they summarise your needs before recommending?
Product or service knowledge
- Was the information about features and prices accurate?
- Did they link benefits to your stated needs?
- Were they able to answer your questions without guessing?
Selling and closing
- Did they recommend a suitable product or service?
- Did they offer a related product or upgrade appropriately?
- Did they ask for the sale or propose a clear next step?
- Did they collect your contact details?
Farewell and follow-up
- Were you thanked and invited to return?
- Were you contacted after the visit within the agreed time?
Behavioural questions
- How would you rate the staff member's empathy on a 1 to 5 scale, using the defined anchors?
- Did the staff member take ownership of your request?
Scoring guidance
- Use yes and no for factual behaviours
- Use defined 1 to 5 anchors for behavioural questions
- Weight sections by business impact
- Exclude questions that did not apply rather than scoring them as failures
- Require a comment for every negative answer
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