调查日期 Date of Visit ：日/月/年dd/mm/yyyy不打分Non-scoring
进店时间 Time In：时:分hh:mm不打分Non-scoring请用24小时制记录下时间Please record the time in 24hr clock.
离店时间 Time Out：时:分hh:mm不打分Non-scoring请用24小时制记录下时间Please record the time in 24hr clock.
进店时，商店是否热闹？On arrival, how busy was the store?不热闹Light比较热闹Moderate热闹Heavy非常热闹Packed不打分Non-scoring请根据您对商店热闹程度的感觉回答此题。Please code this question accordingly toyour own perception of the level of businessin the score.
序号 No.分类问题 QuestionYN问题备注 Notes to questions
1店内标识是否清晰可见,您是否能方便的了解整个店内购物区域?Is instore signage clear and obvious to let you know whole store easily?
2CI标识是否干净、明亮且无破损？Is the CI clean and bright and brokeness?
3空调运行是否正常？展厅内温度是否适宜？
4展厅内是否播放音乐？是否能被接受？原因？Do you accept instore broadcast?
5能否较容易的获得店内信息？（如促销手册、促销商品及其价格和相关促销信息）Is it easy to gain instore information, such as DM, promotional product andits price and relative promotional information?
6展厅玻璃上是否存在阻挡视线的宣传物？
7门口是否放置有雨伞架？
8接待台上是否有鲜花，且整洁无杂物？
9展车是否进行了适当、和谐且人性化的装潢？
10展车是否明亮，可吸引您的注意力和购买欲望？
11展车四扇车门及前排门窗是否处于打开状态？
12展车上是否有该车辆的标准配置表？
13洽谈桌上是否有烟灰缸及糖果，且有人招呼您使用？
14在顾客洽谈休息区是否有种类丰富的杂志，报纸是否最新？
15您能否非常方便且不需询问就找到卫生间么？
16商店内的厕所是否清洁无异味？Is instore toilet clean and without peculiar smell?
17商店内的厕所在使用上是否为你考虑？（例如提供洗手液、卫生纸，干手机等）Is instore toilet considerate for you, such as providing soap, tissue, hand-dryer, etc?
18商品上是否清洁整齐无灰尘？Are products clean, order and without dust?
19花盆内是否有烟头，周围是否有散落的花叶等杂物？
20商场内的空气质量是否令您满意？Are you satisfied with instore air quality?
对购物环境的评价ShoppingEnvironmentComments文字表述Text不打分Non-scoring
序号 No.问题 QuestionYN问题备注 Notes to questions
1电话响铃是否超过三声仍无人接听？
2接待员是否以专业礼貌的用语进行问候？是否提及公司名称？
3接待员的态度是否热情、亲切，并努力满足您在电话中所提问题或要求？
4您所接触的销售顾问是否身着统一制服？
5销售顾问的制服是否整洁、干净、平整？
6进口处是否有迎宾员？Were there a 'Greeter' in position at the entrance to the store?
7迎宾员是否主动与您对视、向您微笑？她是否同时也这样对待其他顾客？Did the 'Greeter' make positive eye contact, smile and make you feel welcomeor were they doing this with other customers?
8迎宾员是否向您或其他顾客问候，如“您好”，“欢迎”等？Did the 'Greeter' offer any verbal greeting (Hello, Hi, Welcome etc.) to youor to other customers as they entered the store?
9当您向迎宾员询问商品的位置及信息时，她是否能自信且迅速地回答您？When you asked the 'Greeter' a question regarding the location and infomationsof certain items in the store, were they able to respond you immediately andwith confidence?
9A请解释您对第五题的回答。Please explain your response to Q9.文字表述Text不打分Non-scoring
神秘顾客调查报告 Mystery Shopper Survey Report态度Attitude
产品知识KnowledegeOfPruducts
电话接待Phone Service
进口 Entry
Header Questions表头信息
购物环境 Shopping Environment
顾客接待 Customer Service环境氛围
请给予商店购物环境一个总体评价。Please give an overall comment on the entry to the store.
着装Clothing
展厅布置ArrangementOf Store
展厅整洁CleanOf Store神秘顾客调查报告 Mystery Shopper Survey Report对进口处的评价Entry Comments文字表述Text不打分Non-scoring
序号 No.问题YN问题备注
6a您等了多久才有员工招呼您?Exactly how long did you wait before you were approached?分：秒mm:ss不打分Non-scoring
7您花了多长时间才找到员工帮助您？How long did it take for you to find a staff member to help you?分：秒mm:ss不打分Non-scoring
7a请描述Please explain.文字表述Text不打分Non-scoring
8员工是否根据您的询问，带领你去正确的通道？如否，请解释。Did the staff member lead you to the appropriate aisle to respond to yourquery?
9通道内是否有该部门员工等待或正在为顾客服务？Was the staff member waiting in the aisle or serving customers?
14员工是否主动帮助搬运较重的商品？Did staff member help you carry heavy products actively?
对核心通道的评价ScenarioComments
请给予员工帮助您解答问题的具体事件作一个总体评价。Please make an overall comment on the way that your enquiry was handled.文字表述Text不打分
Non-scoring
序号 No.问题 QuestionYN问题备注 Notes to questions
21您是否感觉到收银员提供给您人性化的服务？Did the operator attempt to personalise the transaction?
21a如果是，收银员提供了怎样的人性化服务？If yes, how did the check-out operator personalised the transaction?文字表述Text不打分Non-scoring
23收银员是否向您致谢？Did the check-out operator thank you?
序号 No.问题 QuestionYN问题备注 Notes to questions
26从收银台至出口处是否有送宾员？Was there a 'Fareweller' present in the area between the check-out and theexit.
27送宾员是否答谢您及周围顾客？Did the 'Fareweller' acknowledge you or the customers around you?
对出口处的评价Exit Comments请对商店出口处作一个总体评价。Please make an overall comment on the exit from the store.文字表述Text不打分Non-scoring
序号 No.问题 QuestionYN问题备注 Notes to questions
29对于您的咨询，团购服务台员工是否能给予耐心且满意的答复？Could Trade Desk give you a satisfying reply to your consultation?
31您是否满意商店内咖啡吧的服务? 无论满意与否都请详细说明当天情况。Are you satisfied with the service of Coffee Shop? Please explain in details.请在此详细说明。Please explain.
32商店内的ATM机是否可以正常使用？如果不能，请说明。Could ATM in the store be used? If it couldn't, please explain.
对其他相关服务的评价 StoreRelated ServiceComments请对商店其他相关服务作一个总体评价。Please make an overall comment on the exit from the store.文字表述Text不打分Non-scoring