Resources Library by ANA

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

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

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

Mystery shopping studies

The purpose of mystery shopping studies is to help focus the attention of business management on customer service improvement by providing information on the operations and the quality of service it is providing.Mystery shopping studies can comprise...

Catalogue: ESOMAR Codes And Guidelines

Author: ESOMAR B.V.

June 15, 2005

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: Martijn van Keulen, Hans Zijlstra

Company: KANTAR TNS Malaysia

June 15, 2014

A ton of data and an ounce of emotion

Don't stop in the middle of the road by analyzing data only! Don't be an android as your customers are not. Enhance your data analytics with your customers' emotions understanding. That helps to reveal surprising insights.

Catalogue: Fusion 2019

Authors: Leszek Haba, Piotr Idzik

Company: MASMI

November 10, 2012

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

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

ESOMAR/GRBN guideline for researchers and client involved in primary data collection

This new ESOMAR/GRBN Guideline is for researchers and clients engaged in primary research. It includes all quantitative and qualitative methods that involve direct interaction (such as to get consent) with the data subject, including passive data...

Catalogue: ESOMAR Codes And Guidelines

Authors: ESOMAR B.V., GRBN B.V.

September 7, 2019