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Go Back        Quality Service and Client Support Audits

Pathner: Chamber of Commerce of Castellón (Spain).
 
Date of celebration: May - October 2011
 
Brief Description: Audits to know how is the quality service and the client support of each retailer. This audits are based on the Mystery Shopping technique.
 
Number of SMEs: Involved: 22
Trained: 22
Diagnostics: 22
Innovation activities: 22
Transference of good practices: 88
 
Type of innovation: Marketing
Organisational
 
Methodology: A consultant made three visits to trade through the figure of mystery shopper, and at each visit requested product information, make a purchase, make a return of a product or even creates a conflict situation to see what is the response from the seller. After each visit he enters the information into a computer program and gives the level of customer satisfaction.



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