Revealed at source

Abstract

Examines the activities of Business Efficiency Monitoring (BEM), a major provider of ′mystery customer′ assessors to a broad range of client companies. Draws on this organisation′s experience and explains the advantages to be gained from using mystery shopper surveys and defines how they can be used to improve customer service. Details BEM′s survey designs, sampling and data analysis/reporting methods.

Citation

Hurst, S. (1993), "Revealed at source", Managing Service Quality: An International Journal, Vol. 3 No. 2, pp. 449-451. https://doi.org/10.1108/EUM0000000003156