Many companies now use “mystery shopping” agencies, whose staff pose as customers, to evaluate customer service

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Many companies now use “mystery shopping” agencies, whose staff pose as customers, to evaluate customer service

Group report reviewing results of “mystery shopper” observation research for three companies

Introduction

Many companies now use “mystery shopping” agencies, whose staff pose as customers, to evaluate customer service. The aim is to see whether service delivery matches their promise, to evaluate staff performance and to identify strengths and weaknesses compared with key competitors.

Instructions to students:

Your task is to conduct a mystery shopping exercise. Working in pairs/small groups of no more than three (3) students, you should select three companies within a particular sector to evaluate. Examples include but not limited to: electrical/computer retailers, pubs, mobiles phone shops, coffee shops, fast food shops, supermarkets, etc.

Once you have chosen the companies you will be evaluating in your group you should:

  1. Design a one-page evaluation form comprising the service components you wish to evaluate. These could be weighted to reflect relative importance. Your questionnaire should be measuring the following aspects of the company’s performance: speed of service; quality of service; quality of product; cleanliness and other attributes at your discretion. You should be using the balanced scales, such as Likert, starts, smiley faces, percentages, etc.
  2. Visit three companies in the sector and score each one using your evaluation from (this could be carried out immediately after each visit otherwise you may alert staff).
  3. Report your findings to in the form of professionally written report directed at the companies you have evaluated

Students are expected to show application of primary observational research technique and analysis of primary data for the purpose of decision making, by covering the following areas in their report:

  • Outline the purpose of conducting primary observational research
  • The methodological approach the research, research schedule, including evaluation of validity “mystery shopping” research technique;
  • Using Excel present the research findings in graphical form;
  • With the aid of Excel evaluate the performance of the chosen companies using descriptive statistics, and correlation analysis;
  • Using research findings compare the performance of 3 outlets;
  • Using research findings provide recommendations to all 3 businesses on how they could improve their performance.

Students can submit up to 3 pages of appendices to support their case study report, which should include blank evaluation form, and presentation of the raw data in Excel. A bibliography is required citing website, industry, trade and academic sources, using Harvard referencing. Students are expected to reference a minimum of 3 academic sources.

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What We Offer:

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• PhD-level writers

• Automatic plagiarism check

• 100% money-back guarantee

• 100% Privacy and Confidentiality

• High Quality custom-written papers