Mystery shopping ve vybraném průmyslovém podniku

Abstract

The presented work deals with the analysis of the quality of services provided to customers in selected construction company MPL KAUF, s. r. o. I will evaluate my marketing research - Mystery Shopping, which I will do at the Ostrava based building site. In the first chapter I will deal with the inclusion of the Mystery Shopping method in marketing, history, its forms, objectives and conditions for MS research. Theoretically, it describes how the method is performed and what phases it has. In the next chapter I will introduce you to the chosen company in which I make Mystery Shopping. Then I evaluate the information I get and comment on the results of the questionnaire. In the fifth and sixth chapters, I highlight the strengths and weaknesses of the business and recommend possible measures.