21th November 2008 – Kassel

Ronan ChardonneauRosa Paola Picariello

Mistery Shopping

21/11/2008 Ronan ChardonneauRosa Paola Picariello

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??WHAT?? Bruder Grimm-Museum in Kassel.

REASONREASON We wanted to do something interesting and entertaining related to the city of Kassel.

We didn’t know We didn’t know the service the service concept!!!!concept!!!!

2

21/11/2008 Ronan ChardonneauRosa Paola Picariello

THE INSTRUMENT 1/3THE 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

3

21/11/2008 Ronan ChardonneauRosa Paola Picariello

THE INSTRUMENT 2/3THE INSTRUMENT 2/3

4

21/11/2008 Ronan ChardonneauRosa Paola Picariello

THE INSTRUMENT 3/3THE INSTRUMENT 3/3

Final score: 72%

5

21/11/2008 Ronan ChardonneauRosa Paola Picariello

TANGIBLES PROCESS

CORE

AUG

UM

ENTE

D

6

21/11/2008 Ronan ChardonneauRosa Paola Picariello

RESULTSRESULTS

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…

Our Expectation have been in part confirmed: there was not a real focus on the stories.

45%

60%

82,8%

50%

7

21/11/2008 Ronan ChardonneauRosa Paola Picariello

RECOMMENDATIONSRECOMMENDATIONS

8

21/11/2008 Ronan ChardonneauRosa Paola Picariello

THANK YOU FOR THANK YOU FOR YOUR ATTENTIONYOUR ATTENTION

9