Nobody downloaded yet

Mystery Shopping - Essay Example

Comments (0) Cite this document
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" ( )…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER95% of users find it useful
Mystery Shopping
Read TextPreview

Extract of sample
"Mystery Shopping"

Download file to see previous pages 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. Thus mystery shopping considered as a main management tool to measure the customer perspective and performance of the current products and service which is mainly affecting to customer loyalty and the satisfaction (Schmidt, 2007).
When the marketing mix - price, product, place, promotion and by extension people, process and physical evidence - is considered against the current level of market concentration ratios there are a lot of opportunities in the market. For instance the existing brand loyalties might curtail the degree of freedom enjoyed by each seller. In such situations mystery marketing efforts don't help much. This development has a very significant impact on the organization's marketing goals too.
1.1. Purpose of the study or research aims
To establish correlations and regressions, if any, among and between the above mentioned variables such as the mystery shopping programs and customer satisfaction as determined by organizational environment: cleanliness, speed of service, store appearance, grooming, friendly environment and greeting and so on .
To identify and emphasize the existence, if any, of such mystery shopping programs related initiatives and policies and customer satisfaction, thus focusing attention on an otherwise often neglected aspect of customer satisfaction related compulsions.
To delineate the existing correlations between mystery shopping programs and customer satisfaction against the backdrop of an ever growing complexity and diversity in theoretical and conceptual spheres of the modern business environment.
To arrive at particular as against broader conclusions on the strategic importance of mystery shopping programs in the organization's own operational environment within the defined limits.

1.1. Hypothesis or thesis statement
The hypothesis or thesis statement of this paper rests on the testing of the primacy and the immediacy of a broader cross section of theoretical and ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“Mystery Shopping Essay Example | Topics and Well Written Essays - 4000 words”, n.d.)
Retrieved from
(Mystery Shopping Essay Example | Topics and Well Written Essays - 4000 Words)
“Mystery Shopping Essay Example | Topics and Well Written Essays - 4000 Words”, n.d.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document
Mystery Story
...Putting On Heirs Time was running out on Chad Lewis's project and he could almost hear the death knoll strike its midnight toll. "A million dollars is a lot of money Ms. Everly. You can go wherever you want and do whatever you please." His pleas were getting more desperate. As property consultant for Boxy Smart Discount Stores it had been Chad's job to purchase the land tracts they needed to open a store in Seymourville and time was running out. No land and no store. The widow peered suspiciously over her glasses and snarled, "And what would I do for a house Where would I live" Bud Everly, her well-ironed son, interjected an icy remark. "Mother, this house has a market value of $80,000. Chad is offering you over 12 times... On Heirs Time was ...
8 Pages(2000 words)Essay
...Academia Academia Research 30 May 2006 Fashion: Shopping is a complex and contradictory activity which cannot be reduced simply to the act of buying goods or services. Shopping in the modern world is more affiliated with clothing and not just an ordinary clothing, but these days people have more intentions of buying designer made fashionable clothes, which naturally brings us to think that shopping is not just about going out and buying various products such as shoes, clothes and watches, but it is all about buying brands such as Gucci, Armani and Rolex. By this statement anyone can clearly understand that the fashion has a significant role to play in this modern society, unlike the...
8 Pages(2000 words)Essay
Mystery story
...The Case of the Missing Fishing Pole Brian went to get his best fishing rod from its ‘special’ hiding place behind his mother’s bait shop and the base of the dock. This was a perfect spot because it was always ready for him whenever the fish started jumping, but it was mostly out of the weather and mostly out of sight of anyone who might be using the dock on boat or on foot. When he got there, though, the fishing pole was gone. He looked all around, but there was no sign of the pole anywhere. He scared a few of the endangered brown pelicans that were always hanging around, but he didn’t care, that was his best pole and the birds didn’t seem all that endangered to him anyway. They were fat and lazy and were always...
3 Pages(750 words)Assignment
Critical Management Systems - Mystery Shopping
...1. Literature Review 1 Mystery Shopping Mystery shopping is a technique in which trained researchers are used to pose as general s with thepurpose of monitoring the processes and procedures used in the delivery of service (Beck & Miao, 2003). The information gathered is usually reported in the form of rating scales, check-lists, open-ended responses and narratives. The focus should be on the goal, frequency and feedback, data gathering and reporting (Hesselink & Wiele (2002). The goals should be transparent and the checklist should be exhaustive where the failure points are highlighted. The retail financial services, for instance, use Mystery...
22 Pages(5500 words)Essay
Observation Techniques - Mystery Shopping
.... This high volume of communication annoyed customers even further and consequently, resulted in even more complaints being made about the bank. The purpose of the research is to rationalize the best way of communicating and determine when and how customers prefer to be contacted. Simmons Bank target market is the general public however its customer population can be broken into segments: Mass, middle, affluent, and students. Task 3 – Observation Techniques Jane Williams 07/05/2012 Mystery shopping is a technique that is used to evaluate any type of customer interaction and to test anything from product knowledge to customer service/politeness, handling of complaints and the follow-up procedure,...
6 Pages(1500 words)Essay
Mystery Images
...Mystery images Mystery image one demonstrates an ancient man displaying his culture in terms of dressing. The person is seen to be focusing on the future by the way he is thinking hard. The way he has worn his garment portrays himself as a warrior or a hero. That is may be the way significant or respected people dress in that community. Mystery image two shows the combination of modern technology and traditional building. It is merging the ancient and modern design to come up with a mixed plan. Some buildings are pyramid in style resembling those of the ancient kings’ palaces while others are modern in style. There is an open plan, i.e. they are arranged...
2 Pages(500 words)Assignment
Business of Fashion COS shopping mystery
...Business of Fashion COS Shopping Mystery al Affiliation) When I first visited COS, I was eager to explore their collection and find out what the rave was all about with this new store. I had heard good things about it before, but I needed to go in order to see and witness for myself what others said was probably the best new fashion store in London. COS was created in order to meet the needs of a specific group of people. This group of customers was defined by two things: the preference for luxury goods and the willingness to spend moderate sums of money on those goods. The fact is that there are millions of people in Britain and around the world who would like to shop at H&M, Selfridges,...
2 Pages(500 words)Essay
Mystery Piece
... of the Music of the Concerned 25 January Beethoven Sonatas: The Music that Touches the Soul I must say that it was a really an amazing experience to attend the first of a series of three concerts aimed at presenting all the ten sonatas that Beethoven composed for piano and violin at Ira F. Brilliant Centre for Beethoven Studies in San Francisco, on 18 January 2014. The concert I attended presented four of Beethoven’s early sonatas and I must say that the overall experience turned out to be really delightful and informative. The concert was presented by the pianist David Breitman and the violinist Elizabeth Wallfisch. David Breitman is a seasoned pianist who is comfortable playing both the modern piano and the fortepiano... of the Music of...
3 Pages(750 words)Essay
Mystery Shopping research for starbucks, costa coffee and cafe nero
...Essay, Statistics Mystery shopping research for Starbucks, Costa Coffee and Cafe Nero Introduction This study is about mystery shopping conducted in three British Companies, Starbucks, Costa Coffee and cafe Nero. From the exercise, the expected outcome is a comparison of the three companies to determine the best performing in customer service and satisfaction. This follows a set of questionnaire whose parameters are rated in the percentage measure of its impact. The three parameters are product quality, service quality and the environmental conditions. 2. Purpose of the Study Mastery shopping as it is in this study gives the first hand observation, which...
6 Pages(1500 words)Essay
Mystery Skull
...Mystery Skull Skull identification entails the observation of the index traits and the non-index (physical) traits. First we can start by referring to the index traits of the mystery skull #1 to make a comparison with the traits of the skulls given in chart 1. These index characteristics are; index of the supra-orbital height (uv/tv), index of the index of nuchal area height (tw/tv) and the index of condylar position (xy/xz). The positions of t, u, v, w, x, y and z are shown on the various figures of the specimens given. The names of the specimens C, D, E, F, G, H and B are given in the chart and any reference made in this report should be counterchecked in the chart. The mystery...
4 Pages(1000 words)Lab Report
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Let us find you another Essay on topic Mystery Shopping for FREE!
Contact Us