Caso de estudio: implementación de un programa de cliente incógnito como herramienta de mejora continua en la atención al cliente y calidad del servicio

• Autor: Turriate Plata, Sandra Vanesa
• Formato: tesis de grado
• Fecha de Publicación: 2023
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/19387
• Enlace del recurso: https://hdl.handle.net/20.500.12724/19387
• Nivel de acceso: acceso abierto
• Materia: Economía; https://purl.org/pe-repo/ocde/ford#5.02.04

This case study outlines the key considerations for implementing a Mystery Shopping program to enhance service quality and customer experience across various industries. It covers the entire research process, from the definition of the goals of the study to results presentation. In first place, it emphasizes the importance of setting clear objectives and defining appropriate evaluation criteria to measure service quality. Additionally, the need to design a clear and well-structured evaluation guide, along with different assessment scenarios reflecting real interaction situations with the company, is highlighted to ensure the relevance of the evaluations conducted. Recruitment and selection of mystery shoppers are also crucial aspects to consider. The ideal profiles, necessary requirements, and recommendations are provided to ensure objectivity and discretion among these evaluators. Information is provided regarding various tools for data collection and management, such as online forms and specialized software in the field. The importance of verifying the proper implementation of the evaluation guide and adherence to the established structure is emphasized. Finally, recommendations are given to enhance data analysis, aiming to identify areas for improvement and develop actionable recommendations.