Marketing Research - Spring
2009 - Mystery Shop Project Specifications
The purpose of this project is to help the Library assess the
knowledge and customer service skills of their staff. This
project will not take a great deal of time but it is important that
it be conducted thoroughly, professionally and with a great
attention to detail. Here are the steps to complete this
be evaluating staff at the front desk. This the desk
located next to the main entrance/exit of the Library.
Mystery Shop project will be conducted between Monday,
April 13th and Sunday, April 19th. Each student is
assigned a specific date and time window (you can shop
anytime within the time frame assigned) in which they are to
conduct the mystery shop. This is when you must
complete the mystery shop -- if you forget, another day and
time will not be made available to you. If you are
unable to conduct your mystery shop during the time frame
assigned, you are allowed to switch with another person.
However, you must notify me by e-mail no later than midnight
on Sunday, April 12th and let me know the name of the person
with whom you will be switching. Each of you has also
been assigned a question to ask a person at the front desk.
The question along with the date/time assigned to you can be
you visit the library for your mystery shop, you should be
completely familiar with what you will be evaluating with
the person you shop. The data you are expected to
collect is included on the
Mystery Shopping Questionnaire. Do NOT let the
library person see this questionnaire -- doing so will
divulge your identity and the purpose of your visit.
that you are completely familiar with the question you need
to ask BEFORE your visit. You should not have to read
it -- again this makes it look fake. If you are asked
to write down a number for a book or a periodical, make sure
you do so before you go to the desk so you are ready to show
it to the person you are evaluating.
complete your mystery shop, you need to evaluate your
experience. This is to be submitted electronically at:
If you can't get to a computer right after your visit, you
should write down your evaluation on the Mystery Shopping
Questionnaire and submit it electronically later. I
will only accept the electronic submission for grading.
you answer all of the questions on the online evaluation
submission. You will be graded on the completeness and
quality of your submission.
submissions are due no later than midnight on Monday, April
20th. No late submissions will be accepted.
If you have any questions, please
do not hesitate to ask.