21th November 2008 – Kassel Ronan Chardonneau Rosa Paola Picariello Mistery Shopping
<ul><li>Choice:  We chose this museum for his worldwide recognition, the Grimm brothers being  internationally famous. </l...
THE INSTRUMENT 1/3 <ul><li>4 parts corresponding to the 4 steps of a visit. </li></ul><ul><li>Different weights that corre...
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: ...
RECOMMENDATIONS
THANK YOU FOR YOUR ATTENTION
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Mistery Shopping Grimm Museum

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Mistery Shopping Grimm Museum

  1. 1. 21th November 2008 – Kassel Ronan Chardonneau Rosa Paola Picariello Mistery Shopping
  2. 2. <ul><li>Choice: We chose this museum for his worldwide recognition, the Grimm brothers being internationally famous. </li></ul><ul><li>Evaluation: We wanted before all to evaluate the quality of their personnel and the fun and entertainment this museum could give us. </li></ul><ul><li>Our expectations before starting : </li></ul><ul><li>low expectations, </li></ul><ul><li>some books, </li></ul><ul><li>illustrations, </li></ul><ul><li>fairy tales. A comfortable museum and a place to relax. </li></ul>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. 3. THE INSTRUMENT 1/3 <ul><li>4 parts corresponding to the 4 steps of a visit. </li></ul><ul><li>Different weights that correspond on the impact on the overall quality of the service; </li></ul><ul><li>Two different scales for two different types of questions: </li></ul>I totally agree I agree Indifferent I disagree Totally disagree 4 PT 3 PT 2 PT 1 PT 0 PT
  4. 4. THE INSTRUMENT 2/3
  5. 5. THE INSTRUMENT 3/3 Final score: 72%
  6. 6. TANGIBLES PROCESS CORE AUGUMENTED
  7. 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. 8. RECOMMENDATIONS
  9. 9. THANK YOU FOR YOUR ATTENTION
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