21th November 2008 – Kassel
Ronan ChardonneauRosa Paola Picariello
Mistery Shopping
21/11/2008 Ronan 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??WHAT?? Bruder Grimm-Museum in Kassel.
REASONREASON We wanted to do something interesting and entertaining related to the city of Kassel.
We didn’t know We didn’t know the service the service concept!!!!concept!!!!
2
21/11/2008 Ronan ChardonneauRosa Paola Picariello
THE INSTRUMENT 1/3THE 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
3
21/11/2008 Ronan ChardonneauRosa Paola Picariello
THE INSTRUMENT 2/3THE INSTRUMENT 2/3
4
21/11/2008 Ronan ChardonneauRosa Paola Picariello
THE INSTRUMENT 3/3THE INSTRUMENT 3/3
Final score: 72%
5
21/11/2008 Ronan ChardonneauRosa Paola Picariello
TANGIBLES PROCESS
CORE
AUG
UM
ENTE
D
6
21/11/2008 Ronan ChardonneauRosa Paola Picariello
RESULTSRESULTS
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%
7
21/11/2008 Ronan ChardonneauRosa Paola Picariello
RECOMMENDATIONSRECOMMENDATIONS
8
21/11/2008 Ronan ChardonneauRosa Paola Picariello
THANK YOU FOR THANK YOU FOR YOUR ATTENTIONYOUR ATTENTION
9