Mystery Shopping: In-Depth Measurement of Customer Satisfaction

12 Pages Posted: 6 Mar 2008  

Martijn Hesselink

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)

Date Written: October 2003 3,

Abstract

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: customer satisfaction, mystery guest, service quality

JEL Classification: M, M10, L2, M31

Suggested Citation

Hesselink, Martijn and van der Wiele, Ton, Mystery Shopping: In-Depth Measurement of Customer Satisfaction (October 2003 3,). ERIM Report Series Reference No. ERS-2003-020-ORG. Available at SSRN: https://ssrn.com/abstract=411653

Martijn Hesselink

Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE) ( email )

Burg. Oudlaan 50
Rotterdam, NL 3062 PA
Netherlands

Ton Van der Wiele (Contact Author)

Erasmus University Rotterdam (EUR) - Department of Economics ( email )

P.O. Box 1738
3000 DR Rotterdam
Netherlands
+31 10 408 1354 (Phone)
+31 10 408 9169 (Fax)

Erasmus Research Institute of Management (ERIM)

P.O. Box 1738
3000 DR Rotterdam
Netherlands

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