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Research papers

A ton of data and an ounce of emotion

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 10.0px Helvetica}It takes not only data to optimize CRM communication strategy. To create communication appealing to humans, Human Centered Design approach is the obligatory roadmap. Importance of data is...

Catalogue: Fusion 2019
Authors: Leszek Haba, Piotr Idzik
Company: MASMI
November 10, 2019

Research papers

Innovation in customer feedback

Air France KLM and TNS will present the road taken to meet the high standards of modernity. Asking general satisfaction questions is no longer enough. After decades of satisfaction surveys, Air France KLM has finally turned a new page. Innovative...

Catalogue: Congress 2014: What Inspires?
Authors: Hans Zijlstra, Martijn van Keulen
Company: KANTAR TNS Malaysia
September 10, 2014

Research papers

A new toolkit to a new quality approach

This paper will focus on the research aspects. Programmatic organization development as a method will only be dealt with briefly. Measurement by using the Mystery Shopping principle to its utter limits - for the front office - and retrospective self...

Catalogue: ESOMAR Congress 1996: Changing Business Dynamics
Authors: Eric Sondervan, Felix Malten, Anthony Van Zonneveld
Company: KANTAR TNS Malaysia
September 1, 1996

Research papers

Mystery shopping

This paper looks at the evolution of large scale mystery shopping survey programmes, which in many instances is being driven by financial institutions. It describes how NOP has reacted to both the development of the market for performance measurement...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance
Authors: Jon Armstrong, Carole Arvanitis
May 1, 1996

Research papers

Is customer satisfaction really reflected in traditional customer satisfaction measures?

This paper questions some of the conventional approaches and ways that many manufacturers look at and use customer service research, in particular, Customer Service Monitors: The use of vague 'scales' to measure performance. The way the...

Catalogue: International Automotive Marketing Conference 1994
Authors: Ruth McNeil, Mark Carpenter
June 15, 1994

Research papers

Mystery shopping it volume products making the channel accountable

The paper will introduce some of the major marketing issues facing vendors of IT hardware and software. An increasingly competitive market environment is forcing such companies to consider the following key questions: What is the best mix of channels...

Catalogue: B2B Marketing Seminar 1994: Reengineering Of Traditional Market Research
Authors: Jeffrey Peel, Alex Johnston
June 15, 1994

Research papers

Unusual bedfellows

In 1993 Girobank decided to embark upon a mystery shopper exercise to provide information as input to its Total Quality management system. Girobank had already undertaken regular monitoring of its customer service through continuous customer surveys...

Catalogue: Seminar 1994: The Changing Faces Of Panel Research
Authors: John Buckle, Sarah McKee
Company: MSS Research
June 15, 1994

Research papers

Mystery shopper research

Mystery shopper research (or mystery buyer research) is an often underestimated instrument with respect to its various applications. In industries where personal selling is the most important or one of the most important marketing mix variables, MSR...

Catalogue: Seminar 1991: Travel And Tourism Transition
Authors: Eric Sondervan, Ad Schalekamp
Company: NIPO
June 15, 1991

Research papers

Mystery shoppers research

Mystery Shoppers Research records the actually observed behaviour contrary to other research which records behaviour afterwards. This type of research is a combination of field-experiment, observation-method and survey-research. In practice this...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Rob H.M. van Leeuwen
February 1, 1985