Mystery shopping
Restaurant Mystery Shopper Questionnaire
- Who checks
- Mystery shopper: an external evaluator or an employee from another location the team does not know
- When
- 1–2 visits per location per month, on different days of the week and at different times
- Time
- ~90 min · 37 items
| Location | Date and time | Inspector | Signature |
A mystery shopper sees the restaurant the way regular guests do and notices what disappears during a scheduled inspection: a slow first approach, a server with no recommendations, a lukewarm main course, a check that takes longer than dessert. The questionnaire follows the guest journey — from the booking call to walking out — and almost every item can be verified with a fact or a stopwatch.
Agree on the scenario before the visit: with or without a reservation, a three-course order, one question to the server about a dish's ingredients. Record times from your phone clock and take photos discreetly. Fill in the questionnaire right after the visit while details are fresh. Keep the receipt — it proves the visit and lets you check order times.
Phone call and reservation
-
1
The call was answered by the fourth ring If nobody answered, call again 10 minutes later and note both results in the comment.☐ Yes☐ No
-
2
The team member introduced themselves and named the restaurant The restaurant name and the team member's name are given at the start of the call.☐ Yes☐ No
-
3
When booking, they took your name, time, party size and phone number The team member asked for all the details unprompted and repeated the booking at the end of the call.☐ Yes☐ No
Arrival and greeting
-
4
The entrance is clean, with no litter or cigarette butts Door glass has no fingerprints and the trash can by the entrance is not overflowing. If the sign is partly unlit, note it in the comment.☐ Yes☐ No
-
5
You were greeted within 30 seconds of entering Time from entering to the first greeting by any team member.☐ Yes☐ No
-
6
The team member found your reservation without repeated questions For a walk-in: you were offered a table or given an honest wait time.☐ Yes☐ No
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7
You were walked to your table and offered to have your coat taken Mark "no" if you were just pointed toward the dining room.☐ Yes☐ No
-
8
The table was fully set and clean No crumbs or stains on the table or chair, flatware and napkins in place, flatware free of water spots.☐ Yes☐ No
Ordering
-
9
The server approached within 3 minutes of seating Time from the moment you sat down to the server's approach.☐ Yes☐ No
-
10
Server's name From the name badge, the introduction or the receipt.
-
11
The server suggested a daily special, new item or seasonal dish unprompted The recommendation came without you asking and was specific: the dish name and why it is worth trying.☐ Yes☐ No
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12
The server answered a question about a dish's ingredients confidently Ask the scripted question (e.g. whether the dish contains nuts or dairy). An answer without "let me check with the kitchen", or with a check and a quick return.☐ Yes☐ No
-
13
The server asked about doneness, side or sauce where there was a choice If the order had no such dishes, mark "yes" and note this in the comment.☐ Yes☐ No
-
14
The server suggested a drink pairing or an add-on One relevant suggestion, made without being pushy.☐ Yes☐ No
-
15
The order was taken correctly, with no item errors Everything you ordered arrived and nothing extra. Also check against the receipt at the end.☐ Yes☐ No
Wait times
-
16
Drinks arrived within 5–7 minutes of ordering Time from ordering to the first drink being served. If the brand standard is different, use it.☐ Yes☐ No
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17
Wait time for the main course, min From ordering to the main course being served.
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18
The main course arrived within the time promised or stated on the menu If the server warned about a long cooking time, compare with the time they gave.☐ Yes☐ No
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19
Dishes for everyone at the table were served at the same time No more than a couple of minutes between the first and last plate of the same course.☐ Yes☐ No
Food and drink quality
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20
Dishes look like the photos on the menu Photograph each dish as soon as it is served. Presentation is neat and plate rims are clean.☐ Yes☐ No
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21
The hot dish was hot The dish and sauce are hot across the whole plate, the side has not cooled and the plate is warm.☐ Yes☐ No
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22
Cold dishes and drinks were served chilled The salad is fresh with no dried-out edges, cold drinks are cold and the ice has not melted by the time they arrive.☐ Yes☐ No
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23
The food was well balanced: not oversalted or overly sweet Rate each dish separately and describe any issues in the comment.☐ Yes☐ No
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24
Doneness matched what was ordered The steak matches the doneness ordered, pasta and rice are not overcooked, vegetables are not raw.☐ Yes☐ No
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25
There were no foreign objects in the food Hair, bits of packaging, bones where there should be none. If found, take a photo and describe how staff responded.☐ Yes☐ No
Service during the visit
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26
The server checked back soon after the main course was served The check-back came in the first few minutes after serving, not when the plate was already empty.☐ Yes☐ No
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27
Empty plates and glasses were cleared without asking Empty plates and glasses did not sit on the table for more than a few minutes.☐ Yes☐ No
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28
You never had to look around for the server for more than a minute Mark "no" if you ever had to wave or call a team member over.☐ Yes☐ No
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29
Dessert or coffee was offered after the main course A specific suggestion was made or the dessert menu was brought.☐ Yes☐ No
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30
Music volume allowed conversation without raising your voice Assess mid-visit when the dining room is full.☐ Yes☐ No
Restroom
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31
The restroom was clean and dry mid-visit Dry floor, toilet and sink spotless, trash can not overflowing. Visit mid-way through and photograph the overall view if appropriate.☐ Yes☐ No
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32
The restroom had toilet paper, soap and towels or a hand dryer All supplies are stocked and dispensers work.☐ Yes☐ No
Payment and farewell
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33
The check arrived within 5 minutes of asking Time from asking to the check being on the table.☐ Yes☐ No
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34
The check total matches menu prices and your order Check every item; a service charge is shown if there is one, and the menu discloses it.☐ Yes☐ No
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35
The card terminal was brought right away and payment went through first time You did not have to wait separately for the terminal after the check.☐ Yes☐ No
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36
You were thanked and invited back The server or the host said goodbye at the door and invited you to come again.☐ Yes☐ No
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37
Overall impression and what stood out most 2–3 sentences: what was best, what spoiled the experience, and whether you would come back and why.
This template is a starting point. Check the limits and wording against your local regulations, your company standards and the equipment manufacturers' instructions.
jeCheck · https://jecheck.io/en/templates/restaurant-mystery-guest
Common violations
- A mystery shopper the team knows. Employees from another location, former trainees or regulars quickly become recognizable, and the results stop reflecting normal service.
- Visits always at the same time, such as a weekday lunch. Problems on the evening shift and weekends stay invisible.
- The questionnaire is filled in from memory the next day. Wait times become "about 20 minutes" and specific observations turn into general impressions.
- Results are used only to issue penalties. The team starts trying to spot mystery shoppers instead of delivering the standard to every guest.
Frequently asked questions
Typically 1–2 visits per location per month. Variety matters more than frequency: different days of the week, times, party compositions and scenarios (reservation, walk-in, delivery).
Yes, as long as the restaurant being checked definitely does not know them — for example, head office staff or people from another city. In smaller chains, external evaluators are more reliable.
Usually the company reimburses the bill against the receipt up to an agreed limit. The limit and order scenario are set before the visit so that visits can be compared.
Review them with the general manager and the shift team, highlight strengths and 2–3 points to improve. The same issue showing up across several reports is a reason to revisit training or the process, not to punish an individual server.
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Run this inspection on your phone
Move the checklist into jeCheck: photos on every item, tasks for each issue with an owner and a deadline, and location comparison by results.