21th November 2008 – Kassel Ronan Chardonneau Rosa Paola Picariello Mistery Shopping
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 :
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!!!!
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
THE INSTRUMENT 2/3
THE INSTRUMENT 3/3 Final score: 72%
TANGIBLES PROCESS CORE AUGUMENTED
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…