Mystery shopping kit template for Libya
A scorecard, shopper brief, scenario cards, report form and quality checklist for mystery shopping by visit, call, chat or app test. This version is set up for Libya.
Banks, telecoms, retailers, restaurants, clinics, agencies and NGOs that want to know how customers are treated and what to fix first, and teams that recruit and manage mystery shoppers.
- Word document
- Editable, no password
- Includes a scorecard, shopper brief, scenario cards, report form and quality checklist
Already set up for Libya
| Interview languages | Arabic, Libyan Arabic, Nafusi, Tamahaq, Zuwara and English |
|---|---|
| Currency | Libyan dinar (LYD) |
| First-level divisions | Districts: Al Butnan, Darnah, Al Jabal al Akhdar, Al Marj, Benghazi, Al Wahat, Al Kufrah and Surt and more |
| Mobile money | Add your own |
| Data protection law | No single data protection law found. Check the privacy rules that apply. (source) |
We checked these details against the public sources linked on this page. This is not legal advice: have your consent script reviewed against the law before you interview.
What is inside
- A pre-start checklist covering purpose, people, law and ethics, and money.
- A scorecard with eight sections you can adapt to any sector, plus items for calls, chats and apps.
- A one-page shopper brief and six scenario cards.
- A shopper report form, a quality checklist for reviewing every report, shopper conduct rules and a client report outline.
How long it takes
| Mode | Interview length | Questions to keep |
|---|---|---|
| Branch or shop visit | One short visit, with the report written the same day | Scorecard sections A to H |
| Mystery call | One call, with the report written straight after | Call items and sections D to H |
| Chat or app test | One session, with the report written the same day | Chat and app items and sections D to H |
How to use it
- Decide what you will measure. Keep the scorecard to things a shopper can see, hear or time. Delete items you will not use, so shoppers can finish a report quickly and accurately.
- Use the same scenarios everywhere. Give every shopper a scenario card and use the same cards in every location so results compare. Rotate the cards over time so staff do not spot a pattern.
- Recruit and train shoppers. Choose people who look like ordinary customers, speak the local language and report honestly. Brief them on the scorecard, timing, evidence and what they must never do, and review a test shop before real work.
- Check every report. Use the quality checklist before a report counts and before anyone is paid. Look for impossible times, copied text and gaps, and re-shop a sample of locations with a different shopper.
- Report strengths as well as gaps. A report that shows what each location does well, as well as what to fix, changes behaviour. A list of failures makes staff defensive.
Sample questions
A few of the questions as they appear in the template. Items in square brackets are for you to fill.
- The location was open at the stated time.
- The shopper was greeted within the time standard set for [COMPANY].
- Staff answered questions about [PRODUCT OR SERVICE] correctly.
- The correct price, fee or charge was quoted, in Libyan dinar (LYD).
- The shopper received a receipt, reference number or confirmation.
- Staff listened and did not blame the customer.
- Staff solved the problem, or explained the next step and who owns it.
- Overall, would the shopper return or recommend [COMPANY]?
Check your sample size first
Before you field, work out how many completed interviews you need with the sample size calculator and check the precision with the margin of error calculator.
See the master version for use in any country, or switch country: Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cabo Verde, Cameroon, Central African Republic, Chad, Comoros, Congo, Côte d'Ivoire, Democratic Republic of the Congo, Djibouti, Egypt, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Gabon, The Gambia, Ghana, Guinea-Bissau, Guinea, Kenya, Lesotho, Liberia, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, São Tomé and Príncipe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Tanzania, Togo, Tunisia, Uganda, Zambia, Zimbabwe.
Frequently asked questions
Can mystery shopping be done without visiting a location?
Yes. Mystery calls, chats on WhatsApp or Telegram, and app or website tests need no travel and cost less. The kit has scorecard items for each.
How many shops do I need?
Enough visits to each location that one bad day does not decide the result. Use the same scorecard every time and compare the same locations over time.
Do I tell staff about mystery shopping?
Tell staff in general terms that mystery shopping is part of how the business checks quality, without saying when. Never use a single shop to discipline someone.
What is already filled in for Libya?
The country name, the local currency (Libyan dinar), the main interview languages, the list of districts, the main mobile money services and the data protection law we found. Everything else, such as your company and product, is left in square brackets for you.
Which data protection law applies in Libya?
We did not find a single comprehensive data protection law for Libya. Follow the privacy rules that apply, collect only what you need and get the consent script reviewed locally.
Is mystery shopping legal?
In most places it is allowed when shoppers act as ordinary customers and break no law. Check the data protection rules before recording any voice or image, and keep personal details out of reports.
Is it free?
Yes. Leave your name and email and we send you the file.