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Mistery Shopping Grimm Museum
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Mistery Shopping Grimm Museum

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  • 1. 21th November 2008 – Kassel Ronan Chardonneau Rosa Paola Picariello Mistery Shopping
  • 2.
    • 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?? Bruder Grimm-Museum in Kassel. REASON We wanted to do something interesting and entertaining related to the city of Kassel. We didn’t know the service concept!!!!
  • 3. THE 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
  • 4. THE INSTRUMENT 2/3
  • 5. THE INSTRUMENT 3/3 Final score: 72%
  • 6. TANGIBLES PROCESS CORE AUGUMENTED
  • 7. RESULTS Our Expectation have been in part confirmed: there was not a real focus on the stories. 45% 60% 82,8% 50% 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…
  • 8. RECOMMENDATIONS
  • 9. THANK YOU FOR YOUR ATTENTION