Mystery Shopping Sample:
An Actual Restaurant Report
What does a real mystery shopping report look like? If you're considering becoming a mystery shopper, seeing an actual completed assignment can help you understand what companies expect.
This mystery shopping sample comes from a restaurant assignment I completed in Texas in 2009. It's not a fictional example. I submitted this report to the mystery shopping company after completing my visit.
I've changed some names and have not identified the restaurant to protect confidentiality.
Although mystery shopping reporting software has changed considerably since 2009, the basic principles remain the same: pay attention to details, follow the assignment instructions, and accurately describe what happened.
Below, I'll show you some of the questions I had to answer, share my original report, and explain what beginning mystery shoppers can learn from the experience.
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.
What Was Required for This Mystery Shopping Assignment?
The restaurant evaluation included 25 YES-or-NO questions and a written narrative describing my experience.
Each YES answer was worth four points. Each NO answer received zero points, and I was required to explain any question I answered NO to.
This meant I couldn't simply report that the restaurant provided good or bad service. I needed to identify specific observations that supported my answers.
Here are some examples of the questions I was required to answer:
- Was the exterior of the restaurant clean?
- Were all the parking lot lights working?
- How long did it take before I was greeted?
- Was the greeting friendly?
- How long did it take before I received my food?
- Was the restroom clean and properly stocked?
- What food and beverages did I order?
- Was the main entrée satisfactory?
- Was the drink prepared properly?
- Did my waitress check back during the meal?
- Were there any problems during checkout?
The questions guided my observations, but the written narrative provided the details behind the scores.
That's an important distinction for beginners. A mystery shopping questionnaire tells the client what happened. The narrative helps explain how it happened.
My Actual Restaurant Mystery Shopping Sample Report
The following narrative is substantially as I originally submitted it in 2009. I've retained the original wording so you can see an authentic example rather than a polished report written years later.
Restaurant Appearance and Greeting
The exterior of the restaurant looked pretty clean, except for one trash can that was overflowing with garbage. Plus, the yellow stripe divider lines in the parking lot were faded. It was daytime, so no lights were used during my visit.
When I walked into the restaurant, two waitresses and a shift manager greeted me immediately. All said a collected "hello." Heather, the shift manager, told me that I could take a seat anywhere. I sat down in a booth, and she brought me a menu and took my drink order. She said a waitress would be with me in a moment.
Ordering and Food Service
One minute later, Connie walked up to me with a big smile, placed my drink on the table, and introduced herself. She asked if I was ready to order. After I gave her my order, Connie asked if I would like anything else. She did not ask if I would like an appetizer or dessert. I took points off for that.
Seven minutes later, Connie walked by and said she would look in on my order. She came out two minutes after that with a very hot plate. It was too hot to touch. I used my napkins and my silverware to move the plate around. The hamburger was hot, but the bun was a little stale. The French fries were a little crisp, which was perfect for me. My drink was watered down and was overloaded with ice.
Restroom and Table Service
After my food was delivered, Connie did check with me once to see if I needed anything. However, when I was nearly done with my meal, I looked for her so I could get the bill. I went to the restroom at this point. The men’s restroom had soap on the floor and was out of paper towels.
When I returned to my table, the busboy had already cleared it off. Had I seen Connie earlier, I would have told her my intention and left the bill on the table to show someone was still there. The busboy seemed a little surprised and apologetic that I was not done eating.
Checkout Experience
I took points off for the payment process as well. I walked up to the cashier's desk and asked for a bill. Heather seemed a little surprised I didn't have one already. She looked up what table I was at and printed up the receipt. I told her that my table was cleared before I was completely done with the meal. Heather was shocked about that and offered me a drink to take with me. She immediately spoke to the busboy about clearing my table before I had finished. Heather gave me the bill to sign, and she wished me a nice day.
Does Every Mystery Shopping Assignment Require This Much Writing?
If you're new to mystery shopping, you might look at this report and wonder whether all that writing is worth the money.
That's a fair question!
The answer is that not every mystery shopping assignment requires this much detail. Some assignments involve answering a series of YES-or-NO questions, uploading a receipt, and writing a few short comments. Others require extensive narratives, photographs, and careful timing.
Before accepting an assignment, I always recommend looking at the payment, reimbursement, travel distance, time required for the visit, and how much reporting you'll need to complete afterward.
Sometimes an assignment sounds attractive until you discover how much work is involved.
Mystery shopping isn't about accepting every opportunity. It's about finding assignments that are worth your time.
If you enjoy observing details, remembering conversations, and explaining what happened, writing reports can become one of the most rewarding parts of mystery shopping. And like any skill, it generally gets easier with experience.
What Can Beginners Learn from This Mystery Shopper Report Example?
This mystery shopping sample demonstrates three important skills that can help beginners write better reports.
1. Be Specific and Record Important Details
A good mystery shopping report tells the client exactly what happened. Instead of simply saying the restaurant was dirty, I described the overflowing trash can, faded parking lot markings, and missing paper towels in the restroom.
Timing matters, too. I recorded how long it took to receive service and when my food arrived. Some assignments require even more precise timing, so always follow the client's instructions.
2. Report Facts, Not Assumptions
I could have written that my waitress forgot about me. Instead, I described when I last saw her and how I eventually had to ask the cashier for my bill.
I suspect her shift may have ended before I finished eating, but I don't know that for certain. Mystery shoppers should describe what they observe rather than guess why something happened.
3. Recognize Good Service and Explain Problems
My waitress greeted me with a smile and initially provided good service. Those positive details deserved recognition.
However, my table was cleared before I finished eating, and I never received a bill at the table. That information could help management identify a problem with its service procedures.
A mystery shopper's job isn't to find fault. It's to give the client an accurate picture of the customer experience, including what employees did well and what could be improved.
Would I Write This Mystery Shopping Report Differently Today?
Absolutely! I've learned a lot since submitting this report in 2009.
Today, I would be more careful about separating personal opinions from factual observations. For example, I described the French fries as "a little crisp, which was perfect for me." That reflected my personal preference rather than an objective evaluation.
I would also make sure every scoring deduction matched the client's instructions. If suggesting an appetizer or dessert was required, I would document whether the waitress made that offer.
The most important lesson I've learned is that a good mystery shopping report should be accurate, objective, and based on the client's specific requirements.
This mystery shopping sample is an educational example, not a universal reporting template.
One Thing I Enjoy About Mystery Shopping
One of the things I enjoy most about mystery shopping is knowing that my observations may help a business improve.
We've all experienced disappointing customer service. Normally, we might complain or decide not to return. As mystery shoppers, we have an opportunity to document what happened and provide useful feedback.
That's what made this restaurant assignment memorable. I wasn't looking for problems, but when something went wrong, I had a responsibility to report it accurately.
And good service deserves recognition, too. A fair mystery shopping report should acknowledge what employees do well, not just point out mistakes.
Want to Learn How to Write Better Mystery Shopping Reports?
Writing a good report is a skill that improves with experience.
In my book, Take That Job And Mystery Shop It!, I share practical guidance from years of completing mystery shopping assignments, including how to prepare for visits, document observations, avoid common mistakes, and work with mystery shopping companies.
The book also includes a directory of more than 150 mystery shopping companies to help readers research legitimate opportunities.
If you're interested in becoming a mystery shopper, you can learn more about the book and choose the Kindle, paperback, or hardcover edition.
Have You Completed a Mystery Shop?
I'd like to hear about your experience.
What was your first mystery shopping assignment like? Was it easier or harder than you expected? Did something unusual happen during a shop? Did you make a mistake that taught you an important lesson?
You don't have to be an experienced mystery shopper. If you've completed even one assignment, I'd like to hear your story.
Share your mystery shopping experience below. Your story could help someone who's just getting started.
Please don't identify a confidential client or reveal information prohibited by your mystery shopping agreement.
About the Author
I'm Mystery Don (Donald J. Servais, Jr.), and I've completed mystery shopping assignments for restaurants, hotels, apartment communities, automobile dealerships, new-home builders, and other businesses.
I created MystShopper.com to share what I've learned from my own experiences, help new shoppers avoid common mistakes, and explain how legitimate mystery shopping really works.
I'm also the author of Take That Job And Mystery Shop It!, which includes beginner-friendly advice, real-world mystery shopping experiences, and a directory of more than 150 mystery shopping companies.
Drawing on my 45-year career in television, I've also written 7 Keys to Success in a Changing Television Industry, a guide for people interested in building a career in television and video.
My goal is simple: honest guidance without the hype.
We're always looking for new faces to visit different places.
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