A customer focus has become more and more important in today's competitive environment. Measuring customer satisfaction is a tool frequently used. The quality of the service delivery can be measured by making use of mystery guests, well-trained persons who behave as normal customers but are precisely observing what is going well and what can be improved in the service process as perceived by the customer. Roger Mayland, VP of Martiz's Quality Controlled Services Division, defines mystery shopping as a "process for measuring service quality, with feedback, that is understandable to the front-line people".The aim of this report is to analyse mystery shopping as a research method and discussions on the amount of data comes out while mystery shopping is conducted. The details for this report are given with the help of Mystery shopping conducted by our team in Langstane Housing association.
The following set of questions was our scenario to start with.
A) I should like to apply to Langstane housing association for accommodation. How can I get an application form and can I get help completing the form if necessary?
B) Can you explain the points system to me? What does it mean, I have been awarded X amount of points?
C) I have a mild disability. Do I need medical confirmation of this and does it affect my points?
D) Does Langstane operate a different points system from the council and the other housing associations?
We divided these questions into bits and pieces to help us in our evaluation criteria.
We started with designing the set of questions to be asked in respect to the problem given followed by Proforma and evaluation criteria. Group meeting was held to finalize the Proforma. We as a team agreed on the task to be done by each individual during the research process and the area of their work have been determined. Which helped us in getting different ideas and data's to work on the findings.
Our field... [continues]
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