Mystery shopping ve vybrané firmě

Abstract

The present work analyzes the quality of services provided to customers in selected company Stavebniny Janík. I will analyze through marketing research - Mystery Shopping, which will perform at the premises of building in Ostrava - Přívoz. In this thesis, we shall discuss in the first chapter classification methods Mystery Shopping in marketing history, its forms, goals and conditions for MS research. Description of the theoretical, as the method is performed and what the stage. The next chapter describes selected, a description of the conditions sponsor and make a Mystery Shopping in practice. Next, I will analyze the information, highlighting the strengths and weaknesses and recommend measures for any shortcomings.