Secret Shopper

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Secret Shopper

 

Most of us couldn’t imagine leaving our children at a daycare that has stained carpet, musty odors, garage sale reject toys and old sound equipment stacked in the corner. But that is exactly what some churches offer to young parents and then wonder why they never return. The nursery and children’s areas should be the safest and cleanest rooms in the building. How can we expect parents to engage and understand meaningful worship at the same time they’re worried about the safety and health of their children?

My ministry responsibilities often require me to regularly drive some of the same roads. So I’m pretty familiar with the rest stops along those routes. I know the ones I’ll stop at again and the ones I’ll never return to because they’re always filthy, never have the necessary supplies and have archaic or often broken plumbing fixtures. We don’t like to talk about the cleanliness of our restrooms at church but that is the last place many worshipers visit before we ask them to join us in singing the first worship song.

We are often good at considering how to engage people during the services but don’t always think about worship distractions before and after those services. We assume the theological depth of our worship service will encourage visitors to return and even stay. And that might actually be true if they could ever see past our pre and post service blind spots.

So in addition to evaluating sermons and songs, churches should also evaluate their worship spaces and structures. We’ve all heard the adage about only getting one shot at a first impression. Since it’s easy to overlook what we’ve gotten used to, it is helpful to secure an outside evaluator for a greater degree of unbiased and unprejudiced objectivity. Retailers and restaurants often enlist outside patrons or shoppers to collect information about their establishment. They evaluate things like the appearance of displays, friendliness and efficiency of the staff, cleanliness of restrooms, prices and the quality of their products.

Churches could also learn a lot about themselves by enlisting a secret shopper. A friend from another congregation, an acquaintance from the community or even your favorite coffee shop barista could be enlisted as a secret shopper. For the minimal expense of presenting them with a restaurant gift card you could invite one or several guests to visit and complete an evaluation questionnaire like the one below.

Considering the above items and others might seem inconsequential compared to understanding spirit and truth worship. But guests often visit with little or no understanding of theological worship. They do, however, understand excellence, cleanliness, the safety of their children and their own comfort or its absence. So isn’t it worth the effort to remove some of those initial distractions that could be keeping them from going deeper?

Secret Shopper Questionnaire

  • Was it easy to get into the parking lot and convenient to park?

Observations:

  • Was it clear where you were supposed to go once you arrived?

Observations:

  • Was the property in good repair and grounds well kept?

Observations:

  • When were you first greeted, if ever?

Observations:

  • Did the attitude of the greeter make you feel welcome?

Observations:

  • Were you offered coffee and was it excellent, mediocre or bad?

Observations:

  • Were the foyer colors and decorations outdated?

Observations:

  • Did it seem like people were happy to be there and glad to be together?

Observations:

  • Were the handouts timely and of excellent quality?

Observations:

  • Was the restroom clean and odor free?

Observations:

  • Did you feel safe leaving your child in the children’s ministry area?

Observations:

  • Was the worship space interesting and pleasing to the eye?

Observations:

  • How did you figure out where to sit?

Observations:

  • Did you feel conspicuous when you entered the worship space?

Observations:

  • Was the worship center seating comfortable?

Observations:

  • Was there enough light?

Observations:

  • Was the temperature at a comfortable level?

Observations:

  • Did anyone dress or look like you?

Observations:

  • How was the volume of the speaking and music?

Observations:

  • Did the leaders use language you didn’t understand?

Observations:

  • How was the service flow and pace?

Observations:

  • Did the service seem too long?

Observations:

  • Was the worship service order easy to follow or confusing?

Observations:

  • Was it easy to participate musically?

Observations:

  • Was the music presented with excellence?

Observations:

  • Was the music culturally relevant for the people present?

Observations:

  • Were the video projection elements presented with excellence?

Observations:

  • Did you feel welcome to participate in all worship service elements?

Observations:

  • Was the sermon easy to follow and meaningful?

Observations:

  • Did any of the service elements make you feel uncomfortable?

Observations:

  • Did anything in the service distract you?

Observations:

  • How did you know what to do when the worship service was over?

Observations:

  • Did anyone speak to you after the service?

Observations:

  • Were the members friendly, unfriendly or disinterested?

Observations:

  • Did the leaders seem approachable?

Observations:

  • Any additional observations?

Observations:

  • Would you come back based on your observations?

Observations:

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