Mystery Shopping: In-depth measurement of customer satisfaction
2003-03-10
Research Paper
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This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be shown. After the literature part of the paper some practical research will be presented. A Dutch Flexcompany introduced the instrument Mystery Shopping in addition to the already used measurement methods like customer satisfaction measurement with use of questionnaires. Some of the first results of the Mystery Shopping visits will be presented.
Keywords
Classifications using
Journal of Economic Literature (JEL) Classification System
- M : Business Administration and Business Economics; Marketing; Accounting
- L2 : Firm Objectives, Organization, and Behavior
- M10 : Business Administration: General
- M31 : Marketing
Automatically Extracted Terms
- mystery
- mystery shopping
- shopping
- customer
- service
- research
- visit
- marketing
- management
- guest
- branch
- result
- mystery guests
- mystery guest
- quality
- organization
- satisfaction
- measurement
- employee
- checklist
