» What is a Observation-Mystery Shopper? SIAR consult – исследовательско-консалтинговое агентство

What is a Observation-Mystery Shopper?

Observation is also qualitative research method. This research method can be used for an evaluation of customer service quality in companies or stores at any level by means of the «Mystery Shopper» method. Usually this kind of research is used to compare prices and service quality with similar attributes of one company with its competitors or to receive an objective picture of services.

Interviewers visit a store in the role of a client and after the visit fill out an assessment form and comment about the following parameters:

• Quality of service
• Sale Techniques
• Exterior and internal office appearance, restaurant and/or product quality
• Appearance of service personnel
• Awareness of service team about offered products

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