Mystery Shopping: In-depth measurement of customer satisfaction

M. Hesselink and Ton van der Wiele

ERIM Report Series Research in Management from Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam

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 (search for similar items in EconPapers)
JEL-codes: L2 M M10 M31 (search for similar items in EconPapers)
Date: 2003-03-10
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Citations: View citations in EconPapers (3)

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