Shadow Shopper has an extensive Questionnaire Library covering retail and service industries.
When you contact us we will be happy to send you copies of the questionnaires, and even modify them to your requirements.
Click on the links below to see the full list.
In mystery shopping there is no 'one size fits all' questionnaire as the size of the business impacts the design. Shadow Shopper questionnaires have 3 versions for different sizes of business:
50+ locations
13 - 50 locations
1 - 12 Locations
Large business (100+ locations) need to analyse trends, 'slice & dice', drill down and roll up. Their customers know their brand and have clear expectations, so the focus is on standards compliance.
Small business needs more narrative reports. As numbers will not enough for statistically valid
analyses the focus is on customer perceptions, expectations and experience.
While there are no 'one size fits all questionnaires there are some very important 'one size fits all' questions.
The Net PromoterŪ score was developed by Satmetrix, Bain & Company, and Fred Reichheld and has become the standard for measuring and improving customer loyalty. The question 'How likely are you to recommend (your company) to a colleague or friend?' divides customers into 3 groups:
Promoters : loyal customers who will keep buying from you and refer others, creating business growth
Passives : satisfied customers, but unenthusiastic and likely to defect to a competitor
Detractors : unhappy customers who will damage your brand by negative word-of-mouth, impeding growth
Knowing your NetPromoter score enables you to compare your company with others. There are benchmark scores for various industries (scores vary from industry to industry) so you can benchmark your business.
You can also find out how your competitors are doing with competitor mystery shoppin. A higher score than your competitors means that you are getting it right and are likely to grow faster.
All Shadow Shopper questionnaires have NetPromoter and other 'delayed' questions so that you get an insight into your customers future behaviour, and your business' growth.