Drive-Thru Mystery Shopping
for Beginners
Drive-thru mystery shopping for beginners can be a good place to start because there are plenty of these assignments, and many involve businesses you already visit.
Fast-food restaurants are probably the first thing that comes to mind, but they aren't the only possibility. I've seen drive-thru assignments involving banks and other businesses where a customer can receive service without getting out of the vehicle.
The basic idea is the same. You follow the scenario, pay attention to the service you receive, and report what happened.
Drive-thru shops can be fairly simple. However, don't confuse simple with automatic. An interaction that lasts only a few minutes can give you quite a few things to remember.
Want more help getting started? My book, Take That Job And Mystery Shop It!, walks you through finding assignments, completing shops, writing reports, and avoiding many of the mistakes new shoppers make.
Drive-Thru Mystery Shopping for Beginners: What You May Encounter
Restaurants account for a lot of drive-thru mystery shopping. You might visit a restaurant, coffee shop, doughnut shop, ice cream shop, or another quick-service business.
I've completed many fast-food drive-thru assignments. On some of them, I was instructed to order only a sandwich.
There was a reason for that.
The employee taking my order was supposed to offer an additional item. They might ask whether I wanted fries, a drink, or whether I'd like to make the sandwich part of a combo.
That's an upsell, and restaurants can make considerable additional revenue when employees consistently make those suggestions.
What surprised me was how often it didn't happen.
On about half of my visits, nobody attempted the required upsell. Even more surprising, some of the employees who failed to do it were managers.
That's exactly why companies use mystery shoppers. Management may train employees to follow a particular procedure, but that doesn't necessarily mean it's happening when nobody from management appears to be watching.
It's Not Always About Food
Banks are another good example of drive-thru mystery shopping.
A bank assignment might have you use the drive-thru teller to make a deposit, withdrawal, or another routine transaction. You could be evaluating how quickly you're acknowledged, whether the teller uses your name, the length of the transaction, the employee's professionalism, and whether you're thanked.
Read how scam artists use check cashing locations to take your money.
Other possible assignments include drive-thru pharmacies. A shopper might evaluate the service at the pharmacy window, including the greeting, wait time, communication, and how the transaction is handled. Pharmacy assignments can have strict scenarios, so follow the instructions carefully and never invent medical circumstances beyond what the shop requires.
You may also encounter oil-change and automotive service businesses that use drive-through service lanes. These aren't always traditional drive-thru windows. You may drive into a service bay or pull into a designated lane and evaluate the initial customer-service process.
Depending on what's available in your area, you could also find drive-up or curbside assignments involving grocery stores and retailers. Those aren't technically drive-thrus, but the shopping process is similar because much of the evaluation occurs while you remain in or near your vehicle.
A Few Minutes Can Produce a Lot of Information
One reason these shops can be good for beginners is that the interaction is often short.
Suppose you pull into a restaurant drive-thru. In just a few minutes, you might have to remember when you entered the line, how many vehicles were ahead of you, when the employee greeted you, whether an upsell was offered, when you reached the window, what the employee looked like, whether you received a receipt, and whether your order was correct.
That's a lot of information from a trip for a hamburger.
Timing can be particularly important.
I've had assignments where I needed several different times from the same visit. Don't assume you'll remember them accurately when you get home. Know exactly what needs to be timed before you enter the line.
And do it safely. Don't start typing notes or fiddling with your phone while your vehicle is moving. Pull into a parking space after completing the drive-thru and record your information.
Check Everything Before You Leave
If the assignment involves food, don't immediately drive home.
Find a safe place to park and check the order if the instructions require it. Was the correct sandwich in the bag? Were the fries the right size? Did you receive everything you ordered? Was the receipt included?
Take any required photographs while you still have everything available.
Receipts are particularly important. If the assignment requires one, put it somewhere safe. I usually take a picture, so I have a copy before anything happens to that little piece of paper.
The same principle applies to other drive-thru assignments. Before leaving the area, make sure you have the information and documentation you'll need for the report.
Pay Attention to the Assignment Window
Some drive-thru shops must be performed during a particular meal period or time of day.
If the instructions say you must enter between 11:30 a.m. and 1:30 p.m., arriving at 1:31 could create a problem. The client may specifically want to measure service during the lunch rush.
Read those requirements before leaving home.
This is one of the most important lessons in drive-thru mystery shopping for beginners: the shop may be easy, but the instructions still matter.
Drive-Thru Shops Can Be a Good Starting Point
I like drive-thru assignments because they can teach several basic mystery shopping skills without requiring a lengthy sales presentation.
You learn to follow a scenario, observe employees, track times, save documentation, and write an accurate report. You also start learning which assignments are worth the pay and which aren't.
Restaurants may be the most familiar choice, but don't overlook banks, pharmacies, car washes, automotive service lanes, coffee shops, and other businesses offering vehicle-based customer service.
Drive-thru mystery shopping for beginners doesn't have to be complicated.
Read the instructions before you go. Know what you're supposed to order or request. Keep track of the required times. Find a safe place afterward to record your notes.
Then submit what actually happened.
Sometimes that includes a friendly employee, a perfect order, and a quick trip through the line.
And sometimes you order just a sandwich and wait for an upsell that never comes.
About the Author
I'm Mystery Don, and I've completed mystery shopping assignments for restaurants, hotels, apartment communities, automobile dealerships, and new home builders.
I created this website to help people avoid the mistakes I've seen—and to show new shoppers how legitimate mystery shopping really works.
My book Take That Job And Mystery Shop It! lists over 150 mystery shopping companies to contact. I offer beginner-friendly tips and honest guidance without hype.
We're always looking for new faces to visit different places.
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