Secret Shopper Call Evaluation Checklist Form
Evaluate and document the quality of a secret shopper phone call using this structured checklist.
Date of Call
*
-
Month
-
Day
Year
Date
Was the call answered within three rings?
*
Yes
No
Greeting Quality
*
1
2
3
4
5
Was the representative polite and professional?
*
Yes
No
Partially
Knowledge of Products/Services
*
Not knowledgeable
1
2
3
4
Very knowledgeable
5
1 is Not knowledgeable, 5 is Very knowledgeable
Did the representative follow the required script?
*
Yes, completely
Yes, partially
No
Call Handling Skills
*
Rows
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Listened actively
1
2
3
4
5
Addressed queries clearly
6
7
8
9
10
Maintained a positive tone
11
12
13
14
15
Problem Resolution
*
Not resolved
1
2
3
4
Fully resolved
5
1 is Not resolved, 5 is Fully resolved
Closing of the Call
*
Thanked the caller and offered further help
Thanked the caller only
Did not thank or offer further help
Additional Comments
Submit Evaluation
Should be Empty: