Mystery Shopper Prep
A mystery shopper visit should not be the first time anyone walks the customer journey this week. Pilla turns the same scorecard into a quick pre-visit sweep, a real-time alert if standards drop on the day, and a debrief that builds the team up instead of finger-pointing. Built for retail and hospitality but works anywhere a head office checks how a site is really running.
Instructions for staff carrying out the checklist *
Checklist items *
Walk the journey before the shopper does
Use the same scorecard the mystery shopper uses. Twenty minutes, phone in hand, every customer touchpoint from the car park to the till receipt.
Instructions for staff carrying out the checklist *
Checklist items *
Instructions for staff taking a photo *
Brief the team without spoiling the test
You want everyone sharp for the rest of the week, not on edge for one shift. A short standards reminder, no mention of a visit, and Poppi pings the duty manager privately so they hold the line.
Written guidance *
Catch a slip while there is still time to fix it
A duty manager rates the floor mid-shift. If the score drops below the benchmark, Poppi escalates straight away so the area manager hears about it before the shopper does.
Instructions for staff picking a rating *
Start *
End *
Range must be within 0–10.
Low label
High label
Walk the team through the result, calmly
Results land Monday morning. The duty manager records a 90-second video debrief covering what went well and the one thing to fix. No names, no finger-pointing, just the next action.
Instructions for staff selecting options *
Options *
See where every site landed and who needs help
Twelve sites, twelve scores. Pull them into one view so the area manager can spot the outliers, and let Poppi book a coaching call with anyone below the benchmark.
Instructions for staff entering a number *
More in Quality & Brand Standards
Other guides operators read alongside this one.
Standards Walks
A 15-minute walk against the same scorecard, done at every site on the same day. Pilla turns the walk into a workflow your duty managers finish on their phones, with photo evidence at every check. You see how each site is performing without standing over them.
Customer Feedback
Catch what your customers, guests, residents, parents and clients actually think while they are still in front of you. A quick rating, a short note, a clear next action, all from a phone. Negative feedback turns into a same-day fix instead of a one-star review you read about on Monday.