Secret Shopper Assignment of a Grocery Store Name of Evaluator: _____________________________ In Class Student Number______ Property Evaluated: __________________________________________________________ Address: ___________________________________________________________________ Date and Time of Evaluation: ___________________________________________________ At the conclusion of your secret shopping experience: Grade you would give this establishment: _______ Reason for grade: Recommendations for management for improvement: Specific Observations appear below: Parking Lot: In conducting an evaluation of a business, it is a good idea to start your evaluation in the parking lot. Observe the parking lot. Is it neat and orderly? Well lighted? Is there trash visible? Are the shopping carts in disarray? Are there corrals for the shopping carts? Entrance: At the entrance, notice the front door area. Is it neat and attractive in appearance or is it in need of cleaning? What information is near the entrance to get the attention of customers? What are the major displays near the entrance? Notice the appearance/professionalism of the employees you encounter. Are you made to feel welcome or are you treated as if you are an intrusion. Overall Ambience: Look around and pay close attention to the lighting, the music, the comfort level of the air conditioning, the noise level, the traffic patterns, the behavior of the employees in general, etc. What impressions do you get? Cleanliness: Notice the cleanliness of any glass doorways. Is the floor area polished and clean? If the aisles have been rearranged due to remodeling, is it evident by marks on the floor? Do the light fixtures appear clean? Is the check out conveyor belt clean? Placement of items on end of aisle and in high traffic areas:: Pay close attention to the items located at the end of aisle display areas and in the high traffic areas. How do the prices of those items compare with comparable items down the aisle? Are they more expensive or less expensive? How does this relate to “customer service”? Meat Section: Ask for assistance from an employee in the meat department. Ask if they can recommend a certain product for a specific recipe. Is the area neat and orderly? Are the packages wrapped well? Are seals broken on any items? Does it look well maintained? Produce Section: Check the quality of the produce. Is it over ripe? Is it under ripe? Is there great variety? Are packages wrapped or are items displayed without wrapping? Is wax applied to the produce to provide a shiny appearance? Are water droplets visible? What is your impression of this area? Dairy Section: Check expiration or sell by dates in this area. Notice whether the milk selections are stored so that the ones with later expiration dates are in the back of those with sooner expiration dates. Are any of the expiration dates already passed? Check some eggs in the cartons. Are they damaged? Deli Section: Describe the appearance of the area. Are prices well marked? Does the food look appealing? Are customers treated in a positive manner? Is there confusion regarding which customer is next? Bakery Section: Describe the appearance of the area. Are prices well marked? Does the food look appealing? Are customers treated in a positive manner? Is there confusion regarding which customer is next? Bathroom: Is the bathroom in neat and clean condition? Is there a current schedule posted on the door or any other indication that it is being monitored on a frequent basis? Is there soap available? Are there hand towels or an air dryer available? Is the garbage can overflowing? Employee interaction: Ask an employee on the floor “I’m looking for ___________”, can you help me?” Notice whether they walk you to that item or they tell you where it is, or they act disinterested. Upon Checkout, notice the demeanor of the cashier and the person bagging groceries. Are they polite and courteous? Do they ask you how you would like your groceries bagged or do they assume you prefer plastic bags instead of paper bags? Do they offer to take your groceries to your car or do they push the cart in your direction after you pay the bill? Departure: Do you feel like you would want to shop here again? Did the employees make you feel like a valued customer? Other comments:
