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Coffee Shops & Cafes Mystery Shopper Checklist
Section 1: Schedule
1. 1. Time of arrival
2. 2. Time of beverage order
3. 3. Time order received
4. 4. Time of Meal order
5. 5. Time order received
6. 6. Number of Guests
7. 7. Total bill
8. 8. Time of leaving
Section 2: Exterior Appearance
1. 1. Could you find the café easily?
Yes
No
N/A
2. 2. Was the lighting adequate and operational?
Yes
No
N/A
3. 3. Was the exterior clean and inviting?
Yes
No
N/A
Section 3: Internal Appearance And Ambience
1. 1. Was the store clean and inviting?
Yes
No
N/A
2. 2. Were all lights in working order and free from dust?
Yes
No
N/A
3. 3. How many customers were in the café?
4. 4. Number of visible staff?
5. 5. Was background music at an appropriate volume level not interfering with conversations?
Yes
No
N/A
6. 6. Was the positioning of tables orderly allowing access to wheel chairs?
Yes
No
N/A
Section 4: Service
1. 1. Were you greeted upon arrival?
Yes
No
N/A
2. 2. How long before you were acknowledged?
3. 3. Did the waiter introduce himself/herself?
Yes
No
N/A
4. 4. Was your meal order taken soon after you entered?
Yes
No
N/A
5. 5. Were children offered any form of entertainment?
Yes
No
N/A
6. 6. Did your waiter read back your order?
Yes
No
N/A
7. 7. Were you asked if your meals are satisfactory during your meal?
Yes
No
N/A
Section 5: Beverages
1. 1. Did you receive what you ordered?
Yes
No
N/A
2. 2. Was your coffee free from bitterness or acidity?
Yes
No
N/A
3. 3. Was the coffee rich and flavourful?
Yes
No
N/A
4. 4. Did your beverage arrive with clean glassware?
Yes
No
N/A
5. 5. Were you asked for a second drink order before or during your meal?
Yes
No
N/A
6. 6. Did you receive the order in a timely manner?
Yes
No
N/A
Section 6: Food
1. 1. Did you receive the correct order?
Yes
No
N/A
2. 2. Is the meal reflective of what you ordered off the menu?
Yes
No
N/A
3. 3. Did you receive your order in a timely manner?
Yes
No
N/A
4. 4. Did your cutlery arrive clean and prior to your meal?
Yes
No
N/A
5. 5. Was the meal presented appropriately?
Yes
No
N/A
6. 6. Did your meal have the correct temperature?
Yes
No
N/A
7. 7. Were your empty plates cleared soon after you finished eating?
Yes
No
N/A
8. 8. Was dessert offered after your meal?
Yes
No
N/A
Section 7: Restrooms
1. 1. Were restrooms floors, walls and ceiling clean and in good repair?
Yes
No
N/A
2. 2. Were handwash basins clean and in working order?
Yes
No
N/A
3. 3. Were soap dispensers clean and stocked?
Yes
No
N/A
4. 4. Were trash cans lined, cleaned and emptied?
Yes
No
N/A
5. 5. Were toilets and urinals clean and working correctly?
Yes
No
N/A
6. 6. Was the area free from any odours?
Yes
No
N/A
Section 8: Staff, Appearance, Awareness
1. 1. Were the staff dressed appropriately?
Yes
No
N/A
2. 2. Were the staff friendly?
Yes
No
N/A
3. 3. Were the staff attentive?
Yes
No
N/A
4. 4. Were the staff knowledgeable about the menu?
Yes
No
N/A
5. 5. Additional comments