The Mystery Shopper’s Manual

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Most of the questions on mystery shop reports have three possible answers: Yes, No or N/A. When is it appropriate to check N/A and when should you not select that answer?

N/A stands for “Not Applicable.” The only time you should select N/A is when the question does not apply in this shop.

For example, if the form contains questions about the drive-through and this location does not have a drive-through, you would check N/A for all of the questions about the drive-through. If they ask if the parking lot was adequately lighted, and you visit at noon, that would generally be answered N/A.

You should not answer N/A because you forgot to check something, or you are not sure if the question should be answered yes or no. You should not answer N/A because you do not think the question is appropriate.

Say that there is a question such as, “Did the salesperson provide a demonstration of the product?” If the salesperson did not offer a demonstration the answer is “No,” not “N/A.” However, questions about what the salesperson did during the demonstration may be answered “N/A.” For example, if they ask, “Did the salesperson smile and maintain eye contact during the demonstration?” The answer will depend on the specific report, so consult your guidelines.

N/A should only be used when the question truly does not apply to this shop. Using it in other situations may cause your report to be rejected.