Form library · Quality and compliance
Mystery shopper checklist
For people recording an agreed mystery-shopping visit. Record visit brief, observed service and evidence and report. Try the form below, see every question or download a blank PDF or Word copy.
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Open the live example and fill it in, just as your team would on site. No sign-up needed.
See it on this phoneEvery question is editable. Add this form to your account, then change the wording, add or remove questions and options, and make it fit your own jobs.
What standards apply to mystery shopping records?
MRS guidance emphasises objective research, avoiding harm and respecting privacy. Its Code obligations apply to MRS members and Company Partners; the guidance is not a blanket legal permission for covert recording or collecting personal information.
Last updated . Facts checked by the SiteSurvey team on 6 October 2026 against MRS guidance for conducting mystery shopping and ICO data protection principles.
Try the mystery shopper visit form live
Answer a few questions and watch it adapt. Your answers are not saved, and any photos you add are deleted within the hour.
This is the real form as your team would use it: questions appear as you answer, scores work themselves out and you can add photos and signatures. No sign-up needed.
Want to see one filled in? See a completed mystery shopper visit report (PDF), made by SiteSurvey from a fictional site visit.
Fill it in on a phone or tablet
Your team completes the mystery shopper visit on site in the SiteSurvey app on iPhone, iPad and Android phones and tablets. The project name and address fill in for them, it works without signal, and it syncs when the device is back online with photos kept against the question they answer.
Customers and subcontractors do not need the app: send them a link and they can fill it in from any browser.
Every question in the mystery shopper visit template
A mystery shopping visit record capturing the agreed scenario, service timings, factual observations, purchase evidence and client review actions. 5 sections and 31 questions. Follow-up questions and guidance appear only when an answer calls for them, so the person on site never sees the ones that do not apply.
Make it your own: every question is editable
This is a starting point, not a fixed form. Once it is in your SiteSurvey account you can reword any question, add or remove questions, sections and answer options, and add your own logo, so it fits the way your team works and the jobs you do.
Details you only enter once
Add this form to a project in SiteSurvey and it fills in what the project already knows, so nobody on site retypes it and every form on the job uses the same names. Anything filled in can still be changed.
- Project: the project name
- Site or premises address: the site address, from the space or the project
- Client or organisation: the project's customer
Record details and scope
- ProjectShort answer
Filled in from the project in SiteSurvey.
Fills in from the project name - Site or premises addressShort answerFills in from the site address, from the space or the project
- Client or organisationShort answerFills in from the project's customer
- Record date*Date
- Person completing the record*Short answer
- CheckThis records an authorised service evaluation. It does not authorise covert audio or video, entrapment, employee surveillance or collection of unnecessary personal details.
- CheckMRS guidance emphasises objective research, avoiding harm and respecting privacy. Its Code obligations apply to MRS members and Company Partners; the guidance is not a blanket legal permission for covert recording or collecting personal information.
Visit brief
- Client brief and authorisation reference*Short answer
- Branch or service location*Short answer
- Visit date*Date
- Arrival and departure timesShort answer
- Agreed enquiry or purchase scenario*Notes
- Shopper referenceShort answer
Observed service
- Service observationRepeat for each service observation. Each one asks:
- Stage*Choose one
- Arrival
- Enquiry
- Product or service explanation
- Purchase
- Departure
- Other
- Requirement in the client brief*Notes
- What was observed, with time where relevant*Notes
- Result*Choose one
- Met
- Not met
- Not observed
- Context or limitationNotes
Evidence and report
- Transaction or receipt reference without payment card detailsShort answer
- Factual summary and limitations*Notes
Separate observed facts from interpretation. Refer to the brief and specific observations when explaining the result.
- Personal details removed or restricted before sharingNotes
- Client review contactShort answer
Actions and review
- Are further actions required?*Choose one
- Yes
- No
- Further actionRepeat for each further action. Each one asks:Shown when “Are further actions required?” is “Yes”
- Action and evidence reference*Notes
- Person responsible*Short answer
- Target dateDate
- Action status*Choose one
- Open
- In progress
- Completed
- Completion evidence*NotesShown when “Action status” is “Completed”
- Outstanding limitations and information to pass onNotes
- Record status*Choose one
- Ready for review
- Further work needed
- Work or use stopped
- Reviewed byShort answer
- Review dateDate
- Author signature*Signature
- CheckSigning records the information entered. It does not itself certify legal compliance, remove a limitation or authorise unsafe work.
Scope and responsibility
This records an authorised service evaluation. It does not authorise covert audio or video, entrapment, employee surveillance or collection of unnecessary personal details.
What a useful entry looks like
Factual summary and limitations
Separate observed facts from interpretation. Refer to the brief and specific observations when explaining the result.
The shopper waited six minutes before acknowledgement during the recorded visit window. The observation is assessed against criterion MS-03 in the brief.
Fictional example of record wording. Use the actual evidence and approved arrangements for your job; this is not a completed report or an instruction to carry out the work.
See it filled in
A completed mystery shopper visit report, made by SiteSurvey from a fictional site visit: every answer, the photos, the guidance that applied and the sign-off, ready to send as a PDF.
Mystery Shopper Visit FAQs
How should I record “Factual summary and limitations”?
Separate observed facts from interpretation. Refer to the brief and specific observations when explaining the result.
Does the form record staff names?
It does not ask for them by default. Use role descriptions or approved references where needed and follow the client’s lawful research arrangements.
Are all failed observations misconduct?
No. Record facts and limitations. Any employment decision needs a separate fair process.
Can I add a satisfaction score?
This version uses requirement-level observations. It avoids an unexplained overall score and keeps the evidence visible.
What are the limits of this template?
This records an authorised service evaluation. It does not authorise covert audio or video, entrapment, employee surveillance or collection of unnecessary personal details.
Can I complete this form on site and share the record?
In the SiteSurvey app the form works offline, with signatures recorded against the questions. Share the completed record as a PDF or a link. Dates and action owners are recorded fields; this form does not send reminders or update other systems.
Related
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Record daily store readiness, unresolved issues and the duty manager’s opening decision before customers arrive.
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