Worship Service Secret Shopper

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EvaluationSome congregations evaluate the theological depth of their worship but never consider how shallow their worship service logistics are. Guests often visit our churches 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 maybe it’s time for churches to also evaluate their worship logistics including what occurs before, during and after the service.

Since it’s easy to overlook what we have gotten used to, it is more beneficial to secure an outside evaluator for a greater degree of unbiased and unprejudiced objectivity. 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.

We often 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 logistical blind spots.

Secret Shopper Evaluation 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  • Were the foyer colors and decorations outdated?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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