mistery shopping grimm museum example
DESCRIPTION
TRANSCRIPT
21th November 2008 – Kassel
Former EMBS students
Mistery Shopping
21/11/2008Ronan ChardonneauRosa Paola Picariello
Choice: We chose this museum for his worldwide recognition, the Grimm brothers being
internationally famous.
Evaluation: We wanted before all to evaluate the quality of their personnel and the fun
and entertainment this museum could give us.
Our expectations before starting: low expectations, some books, illustrations, fairy tales. A comfortable museum and a place to relax.
WHAT?? Bruder Grimm-Museum in Kassel.
REASON We wanted to do something interesting and entertaining related to the city of Kassel.
We didn’t know
the service
concept!!!!
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21/11/2008Ronan ChardonneauRosa Paola Picariello
THE INSTRUMENT 1/3 4 parts corresponding to the 4 steps of a visit.
Different weights that correspond on the impact on the overall
quality of the service;
Two different scales for two different types of questions:
I totally agree I agree Indifferent I disagree Totally disagree
4 PT 3 PT 2 PT 1 PT 0 PT
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21/11/2008Ronan ChardonneauRosa Paola Picariello
THE INSTRUMENT 2/3
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21/11/2008Ronan ChardonneauRosa Paola Picariello
THE INSTRUMENT 3/3
Final score: 72%
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21/11/2008Ronan ChardonneauRosa Paola Picariello
TANGIBLES PROCESS
CO
RE
AU
GU
MEN
TED
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21/11/2008Ronan ChardonneauRosa Paola Picariello
RESULTS
Staff: high moral and empathetic;Settings and Atmosphere: very good;Exhibits: interesting and well exposed but lack in explanation;
Very good core but no additional services.Problem: no access for disable…
Our Expectation have been in part confirmed:
there was not a real focus on the stories.
45%
60%
82,8%
50%
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21/11/2008Ronan ChardonneauRosa Paola Picariello
RECOMMENDATIONS
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21/11/2008Ronan ChardonneauRosa Paola Picariello
THANK YOU FOR
YOUR ATTENTION
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