Mystery Shopping - Essay Example

Only on StudentShare

Extract of sample
Mystery Shopping

However to evaluate the service from a customer point of view is the critical factor that most organizations are faced with. There are different types of research methods and techniques to evaluate customer service and mystery shopping and it can be regarded as the significant tool used by modern businesses to measure the quality of the service or to collect particular information about product or service. It is a highly detailed shopping program and it will help managers to make sure that the particular brand experience is protected or not. Therefore managers have identified that effective service delivery will direct particular organization on profitable growth and lead to sustainable gains in the market.
Moment of truth is a main element in a customer delivery process and managers will concentrate in depth of different moment of truth that get only one chance to make a good first impression about a particular product or a service. There are important features in service delivery process - the roles of product; place; process and physical atmosphere, and then there each element of the service delivery process is recognized as a significant factor in customer service experience. Further it evaluates whether the brand promise is delivered along with meeting customer expectations. ...
Download paper


Mystery shopping can be defined as "A research technique allowing businesses to evaluate the quality of the service they and their competitors provide to customers. It involves trained professional researchers posing as real customers, assessing the nature and quality of the service they receive and reporting this in aggregate form to the client" ( )…
Author : knikolaus

Related Essays

an analysis of the LensCrafter s
This paper will specifically discuss LensCrafters’ operations management, value chain, and service-delivery system design. Calloway (2009), while analysing the operations strategy of LensCrafters finds that the organisation pays particular attention to improving customer loyalty through delivering legendary customer service (p.35). As market analysts point out, the firm strives to deliver superior overall value for meeting individual needs of each customer. The on-site production of perfect quality eyewear appears to be the major highlight of the firm’s customer service. This facility is...
6 pages (1506 words) Term Paper
Internet Shopping
A long traditional framework in marketing is a worthwhile lens to look through when charting a path for success (i.e., formulating strategy and tactics) in ecommerce. This framework is known as the consumer buying decision process and it encompasses all consumer behaviors related to buying. It consists of five general stages. Consumers may not experience all of the stages for each buying decision.
5 pages (1255 words) Essay
International Service Quality Mystery Shopper
In short, mystery shopping is a tool that helps companies in understanding where their services stand and helps them to rectify the problems their customers face and improve their services. 1
8 pages (2008 words) Essay
Marketing communications Essay
These mediums have driven out various methodologies to be implemented as marketing communication trends. Marketing communications have also been upgraded to integrated marketing communications. Technology has enabled the producers to integrate various communications methods to obtain effective branding of products. A right branding methodology needs to be implemented. This perfect scheme of branding involves lot more than just advertising and huge budget investment.
18 pages (4518 words) Essay
shopper scam
Self was to evaluate the cashier on customer service cards after buying the cards and email the numbers on the Green Dot cards to a person listed ‘Timothy Duncan’ as his point of contact with the mystery shopping evaluation team.
1 pages (251 words) Essay
Got a tricky question? Receive an answer from students like you! Try us!