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Smart Mystery Shop Report Form Template

Collect valuable feedback to enhance your leasing experience

Evaluating your leasing agents can be a challenge without the right tools. Our Smart Mystery Shop Report Form Template helps you assess the customer service delivered by your team, leading to improved training and results. This template streamlines feedback collection, empowers actionable insights, and enhances communication between teams all while keeping your data organized. Plus, it's designed with WCAG-aligned labels for better accessibility. Try it out and discover how easy it can be to track your leasing experience.

Use this Template (FREE) Live Preview
Full name
Email address
Assignment or reference ID
Date of visit
Location name or address
Visit type
In-store
Curbside pickup
Drive-thru
Phone
Online order with in-store pickup
How easy was parking or entry?
Very difficult
Difficult
Somewhat difficult
Neither easy nor difficult
Somewhat easy
Easy
Very easy
Were you greeted within 30 seconds?
Yes
No
The associate was friendly and approachable.
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
The associate demonstrated product knowledge.
Poor
Below average
Average
Good
Exceptional
Overall store cleanliness
Poor
Below average
Average
Good
Exceptional
Target item availability
In stock and easy to find
In stock but hard to find
Out of stock
Not applicable
Prices and promotions were clearly displayed
Yes, clearly
Partially
No
Not applicable
Did you make a purchase?
Yes
No
How satisfied were you with checkout speed?
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied
Not applicable
Receipt was offered and provided
Yes, offered and provided
Offered but not provided
Not offered
Not applicable
Staff wore name badges visibly
Yes
No
Not applicable
Safety and policy signage was visible
Yes
No
Accessibility features were available (e.g., ramps, wide aisles)
Yes, clearly available
Partially available
No
Not applicable
Did you review the website or app before visiting?
Yes
No
Accuracy of online information compared to in-store
Consistent
Minor differences
Major differences
Did not check
If you raised an issue, how satisfied were you with the resolution?
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied
Not applicable
How likely are you to return to this location?
0 Not at all likely
1
2
3
4
5 Extremely likely
Additional comments or observations
Overall experience rating
Poor
Below average
Average
Good
Exceptional
Your full name (acts as signature)
Date signed
I confirm this report reflects my own experience truthfully and accurately
Yes
No
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Paper art illustration featuring a smart mystery shop report form design for FormCreatorAI article

When to use this form

Use this template when you need consistent, objective feedback on how staff treat prospects and how well locations follow your playbook. It fits apartment leasing tours, phone inquiries, and in-store visits. Property managers and regional leads get clear notes on greetings, wait times, product knowledge, and follow-up, so you can coach and compare locations. If your visit includes facility checks, add the Building survey form to log safety or upkeep issues. For unit condition and features, pair it with the House appraisal checklist form to capture details that affect perceived value. You end up with a reliable scorecard and concrete actions to raise conversion and service quality.

Must Ask Smart Mystery Shop Report Questions

  1. How were you greeted, and did the associate confirm your needs within the first minute?

    First impressions shape trust and set the tone for the visit. This tells you if staff follow the playbook and move quickly to understand what you need.

  2. What specific questions did the staff ask to qualify you (budget, timeline, must-haves)?

    Good discovery predicts conversion because it reveals fit and urgency. Your coaches can use these notes to pinpoint gaps in training.

  3. Did the team provide a clear next step (appointment, application, quote) before you left or ended the call?

    Clear next steps reduce drop-off and make follow-up measurable. For remote or online flows, the Digital property appraisal form can capture details without friction.

  4. What condition or compliance issues did you observe on-site, if any?

    Documenting issues (cleanliness, signage, safety) helps you prioritize fixes that affect trust and sales. It also creates a trackable trail for accountability.

  5. How did the experience compare to your expectations and to nearby competitors?

    Relative feedback puts scores in context and highlights differentiators you can replicate. It also surfaces gaps that matter most to shoppers.

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