Mystery Shopping: In-Depth Measurement of Customer Satisfaction
Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE)
Ton van der Wiele
Erasmus University Rotterdam (EUR) - Department of Economics; Erasmus Research Institute of Management (ERIM)
October 2003 3,
ERIM Report Series Reference No. ERS-2003-020-ORG
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.
Number of Pages in PDF File: 12
Keywords: customer satisfaction, mystery guest, service quality
JEL Classification: M, M10, L2, M31
Date posted: March 6, 2008
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