Secret Shopper Phone Call Rubric

-School staff answered the

phone promptly and
professionally
-School staff answered the
phone in a friendly manner

-School staff answered all

questions accurately

N/A

School staff did not

answer the phone
and voicemail was
unavailable.
School staff did not
answer the phone
and voicemail was
unavailable.

The school staff was

rude and did not
answer the phone
promptly.

The school staff was

neither rude nor
prompt.

The school staff was

professional but not
prompt.

The school staff was

professional and
prompt.

I did not contact the

school by phone

The school staff was

rude on the phone.

The school staff was

neither especially
kind nor courteous.

The school staff

exhibited sufficient
hospitality.

The school staff

exhibited exemplary
hospitality.

I did not contact the

school by phone

School staff was

uninformed and
could not answer
questions nor refer
to those who could.

School staff was

informed but had
limited access to
resources for
referrals.

School staff are

knowledgeable and
clearly addressed all
questions

School staff is
knowledgeable,
clearly addressed all
questions, and had
ample resources on
hand.

I did not contact the

school by phone

School staff was

uninformed and gave
out misinformation.

Secret Shopper School Visit Rubric

1

N/A

There are no
designated parking
spots for visitors.

There are some parking

spots available to
visitors but not
convenient to main
entrance of school.

There are some parking

spots available to
visitors and they are
convenient to main
entrance of school.

There is ample parking

available to visitors
with some convenient
and some not
convenient to main
entrance of school

There is ample parking

available to visitors
with convenience to
main entrance of
school.

I did not drive and

therefore did not
experience parking at
the school.

There was no access for

the disabled.

Disability access was

present but could have
been improved.

Disability access was

present and adequate.

Not Applicable/ Not

observed

Directions
There is signage present that
indicates where to go

There is no signage
present that indicates
where visitors are
supposed to enter.

There is some signage

present but they were
not initially visible to
visitors.

There is some signage

present but their
directions are not clear.

Signage present, clear,

and specific to lead
visitors to the right
spot.

Not Applicable/ Not

observed

School Grounds
The school grounds are well
maintained

The school grounds are

not maintained and are
littered.

The school grounds are

not maintained but no
garbage is littered

There is some
maintenance to the
school grounds but
could use
improvement.

There is signage
present and
understandable, but
still requires some
intuition to navigate.
The school grounds are
maintained
satisfactorily

The school grounds are

well maintained and
the school elicits
appeal.

Not Applicable/ Not

observed

Security
Access to the building was
monitored and school
personnel checked IDs and
kept a record of visitors

The school did not

appear to have
protocols in place to
receive visitors.

The school did not

require all visitors to
enter through the main
office and provide
appropriate
identification.

Welcoming Environment
School staff maintained a
friendly and welcoming
environment

School staff was not

present to greet
visitors.

The school staff was

rude to you or other
visitors.

Main Office
The main office was clean and
had suitable seating
arrangements

The main office was

disorganized and had
no seating available to
visitors.

The main office was

disorganized but had
some seating available
to visitors.

Staff Courtesy of Visitors

School staff treated visitors
respectfully

School staff exhibited

behavior which was
insensitive,
disrespectful, and
degrading towards all
visitors.

School staff exhibited

behavior which was
insensitive,
disrespectful, and
degrading towards
SOME visitors.

Parking
There is adequate and
convenient parking for guests
Disabled Access
The school had appropriate
disability access

The school required all

visitors to enter
through the main office
but identification was
not required by all.
The school staff
acknowledged visitors
but were neither
especially kind nor
courteous.
The main office was
organized but did not
have adequate seating
arrangement for
visitors.
School staff exhibited
behavior which was
respectful towards
visitors.

The school required all

visitors to enter
through the main office
and provide
identification but did
not provide badges to
those entering the
school halls.
The school staff smiled
and exhibited sufficient
hospitality to visitors.
The main office was
organized and did have
adequate seating
arrangements for
visitors.
School staff exhibited
behavior which was
respectful and dignified
towards visitors.

The school required all

visitors to enter
through the main office
and provide
identification and
provided badges to
those entering the
school halls.
The school staff
exhibited warm smiles
and had exemplary
hospitality to all
visitors.

Not Applicable/ Not

observed

Not Applicable/ Not

observed

The main office was

impeccable and there
was plenty of seating
available for visitors.

Not Applicable/ Not

observed

School staff exhibited

behavior which was
empathetic, respectful,
and dignified towards
all visitors.

Not Applicable/ Not

observed

1
School staff exhibited
behavior which was
insensitive,
disrespectful, and
degrading towards all
students.

2
School staff exhibited
behavior which was
insensitive,
disrespectful, and
degrading towards
SOME students.

N/A

School staff exhibited

behavior which was
respectful towards
students.

School staff exhibited

behavior which was
respectful and dignified
towards students.

School staff exhibited

behavior which was
empathetic, respectful,
and dignified towards
all students.

I did not experience

any interactions
between school staff
and students.

School staff was

unavailable and
unresponsive to
visitors.

School staff availability

was limited and not
prompt when
addressing visitors.

School staff was

adequately available
and attentive.

School staff was

adequately available
but prompt with
available resources.

School staff was readily

available and extremely
prompt with all visitors.

Not Applicable/ Not

observed

Informative
School staff addressed
questions and provided
accurate and pertinent
information

School staff was

uninformed and gave
out misinformation.

School staff was

uninformed and could
not answer questions
nor refer to those who
could.

School staff was

informed but had
limited access to
resources for referrals.

School staff are

knowledgeable and
clearly addressed all
questions

School staff was not

well groomed and
dressed
inappropriately.

A majority of school
staff was groomed but
maintained a casual
appearance.

An equal amount of
school staff exhibited
casual and professional
appearances.

Most school staff was

groomed and
maintained a
professional
appearance.

School staff is
knowledgeable, clearly
addressed all
questions, and had
ample resources on
hand.
All school staff was
groomed and
maintained a
professional
appearance.

Professional Appearance
School staff exhibited a
professional appearance
Posted Information
Current school information
was visible on school grounds

There were no postings

of any school related
information on site on
school grounds.

There were postings

but the information
was outdated or not
pertinent.

Postings were visible

but the information
provided was not
adequate.

Postings were visible

and the information
provided was
adequate.

Postings were clearly

visible, attractive, and
provided thorough
information.

Not Applicable/ Not

observed

Parent Information
Information is available to
guests regarding the school,
volunteer opportunities, & the
Parent Academy

No information
available.

Some information but

not relevant or current.

Some information
available but must be
requested, not visible.

Some current and

relevant information is
available and visible.

A variety of information
is available and
information is current,
relevant, and visible.

Not Applicable

School Hallways & Classrooms

School hallways and
classrooms are well
maintained

The schools hallways

and classrooms are not
maintained and are
littered.

The schools hallways

and classrooms are not
maintained but no
garbage is littered

The schools hallways

and classrooms are
maintained
satisfactorily

The schools hallways

and classrooms are well
maintained and elicit
appeal.

I did not enter the

school hallways and/or
classrooms

Students were unruly

and out of control.

Students were
somewhat disruptive
and did not respect
school staff.

Most students
exhibited appropriate
behavior and
understood school
expectations.

All students exhibited

exemplary behavior
and understood school
expectations.

I did not witness any

student behavior.

Staff Courtesy of Students

School staff treated students
respectfully
Availability
Appropriate school staff was
available to assist or provisions
were made to meet with

Student Behavior
Students were well behaved
and understood the rules and
procedures of the school

There is some
maintenance to the
schools hallways and
classrooms but could
use improvement.
An equal amount of
students exhibited
some positive
behaviors and some
negative behaviors.

I did not have any

questions for school
staff.

Not Applicable/ Not

observed