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Mistery Shopping Grimm Museum
Mistery Shopping Grimm Museum
Mistery Shopping Grimm Museum
Mistery Shopping Grimm Museum
Mistery Shopping Grimm Museum
Mistery Shopping Grimm Museum
Mistery Shopping Grimm Museum
Mistery Shopping Grimm Museum
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

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