Services Relationship Marketing/Mystery Shop Project

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Mystery Shop Project Outline[edit | edit source]

The purpose of this project is to develop a Mystery Shop company with your group members and solicit completion of a Mystery Shop project for a business of your selection.

The intent is to measure, manage, and improve the customer service experience for this business through objective monitoring of customer service at that location. You need to develop a proposal and "sell" the idea of your program. If a business already has a program in place, it is still acceptable to use that business choice. Your proposal and binder submission must show how your group's Mystery Shop is different (compare and contrast the measurement method, scale) and show how it adds value for the business.

The project components will include the following

1) Measurement Document

2) Data collected

3) Analysis of the collect4ed measurement information

4) Recommendations

5) Conclusion

6) References