Can I read Mystery Shopping for Customer Satisfaction on EtoBox?

Mystery Shopping for Customer Satisfaction by Jagadish Tangirala is a document available to read on EtoBox.

What is Mystery Shopping for Customer Satisfaction about?

This document discusses mystery shopping as a technique for measuring customer satisfaction. It defines mystery shopping as using trained anonymous observers who pose as regular customers and evaluate the customer service experience using a predefined checklist. The document outlines how mystery shopping data can be collected and used to provide feedback to improve employee training and identify issues important to customers. It also reviews literature on using mystery shopping in various service industries

Author

Jagadish Tangirala

Language

EN