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Posts Tagged: mystery shopping

Measuring the customer experience

Measuring the customer experience

Posted by on August 31st 2016 in Market Research, Quantitative research

Getting feedback on the experience that your customers have with you is a great way to identify areas where you can improve customer service (and in turn their loyalty).  But how do you go about deciding which is the best way to do this?

In our view, there are 2 main ways to do this: a customer satisfaction survey or a mystery shopping exercise.  Both have their advantages and disadvantages – of course in an ideal world we would recommend that...

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