MYSTERY SHOPPER EVALUATION FEEDBACK FORM

METAMORPHECISE

Esthetician: ___________________________________________________                                

Date: ________________________________________________________

Service: ______________________________________________________

Please check all that apply

PROFESSIONAL APPEARANCE

ÿ Clean & pressed
ÿ All white
ÿ Name tag visible
ÿ No name tag visible
ÿ Wore colors other than white
ÿ Needs cleaning and/or pressing

ÿ None visible
ÿ Polished and professional
ÿ Obvious & distracting

ÿ Offensive breath
ÿ Offensive odor on hands
ÿ Did not notice offensive breath or hand odor
ÿ Hair was tied back and professional
ÿ Hairstyle was loose or unkept
ÿ Washed hands at the beginning of service
ÿ Did not wash hands prior to service
ÿ Jewelry was non existent or unobtrusive
ÿ Jewelry was distracting

PROFESSIONAL PERFORMANCE

* Timeliness:
ÿ Esthetician arrived early or on time for service  
ÿ Esthetician arrived late for service
ÿ I received at least 10 minutes of facial massage during the service (20 minute massage for 80 minute service
ÿ I did not receive allotted time for facial massage

* Skin Consultation: I was asked about the following prior to my facial:
ÿ Tell me about your current skin care routine
ÿ Are you diabetic, on accutane or pregnant?
ÿ Do you experience breakout? If so, when and where?
ÿ What particular concerns do you have with your skin?
ÿ What brings you here today?
ÿ When was the last time you enjoyed a facial?
ÿ Are you a contact lens wearer?
ÿ Are you claustrophobic?
ÿ Is the temperature ok for you? May I adjust the temperature for you?

ÿ I was educated about my skin type & condition
ÿ I was told about the plan of action for the facial (types of product   that were going to be used)
ÿ All of my questions were adequately answered
ÿ I was scolded for my habits (sun, smoking, not using the proper products, etc)
ÿ The Esthetician did not talk at all while analyzing my skin
ÿ Esthetician recommended products to me

ÿ The cleansing process felt comfortable
ÿ The cleansing process felt uncomfortable or not thorough enough
ÿ The pressure felt confident and secure
ÿ The pressure was too light or too hard 
ÿ I felt drips of water going down my face and either in to my nose or ears

ÿ My need for extractions was explained to me
ÿ If no extractions were necessary or appropriate, I was told why
ÿ I felt pressure during the extractions
ÿ I felt pain during the extractions

ÿ The massage flow felt very relaxing
ÿ The massage flow was inconsistent
ÿ The massage pressure was confident and consistent
ÿ I wish the massage would have never ended ÿ I felt that the massage never got started
ÿ The facial massage was at least 10 minutes long
ÿ I received a hand and arm massage while the mask was applied
ÿ I received a scalp massage
ÿ I received a neck and shoulder massage

ÿ The mask application flowed effortlessly
ÿ The mask application was applied too quickly and did not feel relaxing
ÿ The esthetician left the room while the mask was on
ÿ I received a hand and arm massage during the mask

ÿ The facial was not relaxing
ÿ I did not notice obvious noises during my facial such as water running, banging of cabinets or jars banging on the table

ÿ Esthetician recommended appropriate products for my skin
ÿ Esthetician remarked that I was doing great with the skin care I had and recommended to keep up my current routine
ÿ Esthetician did not recommend anything to me for my skin
ÿ I was offered a product recommendation sheet to take home

ÿ The room was clean when I arrived for my service
ÿ The room was clean when I left the room following my service (product caddy looked the same as when I arrived, tops were on the bottles, no towels on the floor, etc
ÿ The room & product caddy were unorganized

PROFESSIONAL ATTITUDE

The esthetician was:
ÿ Friendly & approachable
ÿ Educational & informative
ÿ I would have another service with her
ÿ I would recommend her to a friend
ÿ Was attentive to all of my needs ÿ unapproachable ÿ uninterested in me
ÿ I would not return to this Esthetician
ÿ I would not recommend her to a friend
ÿ This was the best facial I have ever received
ÿ This is one of the best facials I have ever received
ÿ This facial was about average
ÿ This facial was below average 

Please describe in detail anything that you may want to elaborate on regarding your experience or Esthetician. All comments will assist in the development of the Esthetician and provide her with an opportunity to experience professional growth.

_
Esthetician:  Will ÿ  Will Not ÿ  
require additional training based on the results of the mystery shop evaluation.

Training provided:

Esthetician Comments: _

Lead Esthetician: ___________________________________________________

Esthetician: ________________________________________________________

Spa Director: ________________________________________________________