Digital Mystery Shopper Assignment

BMGT 245

 

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Digital Mystery Shopper Assignment

 

Criteria:

 

  1. Your assigned task is to be a customer service mystery shopper. You do NOT need to make a purchase. Your goal is to gain information about a product of your choice in a customer service situation online, meaning you need to have an item in mind. It can be something you are actually considering purchasing. You must research an online sales platform.  You will be required to take a screenshot of the website organization you are mystery shopping.  If your screenshot is not submitted to the dropbox for the project, the result will be “0” points for the project.

 

  1. Your assignment is to provide a critical analysis of the customer service offered by your chosen business. You will be evaluating their customer service options.

 

  1. 3. You can simply fill in your answers in the form. Make sure they are complete explanations to receive full points.

 

 

Digital Mystery Shopping Evaluation

 

Name:

 

Date:

 

Product to Purchase:

 

(Describe in detail the following questions about the product you have chosen.)

 

  1. Features you need:

 

 

  1. Features you want but do not need:

 

 

  1. Features you would not accept:

 

 

  1. Price range:

 

 

  1. Additional information about the product (if applicable):

 

 

 

Company Name:

 

Date of web visit:

 

Time of web visit:

 

  1. Describe the appearance of the website’s front or home page. Were there pop-ups? Advertisements for products?

 

 

 

  1. Locate the business’ customer service area. It may be at the bottom of the home page. What options are available to you as a customer if you have an issue with your order?

 

 

 

  1. Describe the appearance of the product page for your chosen product. Again, were there pop-ups? Other product advertisements?

 

 

 

  1. How many images are available to view of your chosen product? Are they accurate? Do they make you want to buy the product?

 

  1. Is the price visible? What price is shown for your chosen product?  

 

 

 

  1. Does the product come with other options aside from the first one shown? Other colors, styles etc.?

 

 

 

  1. What is the description of the product like? Put this in your own words. Do not copy and paste it. Is it accurate as far as you know? Does it make you want to buy the product?

 

 

 

  1. Are there other suggested or complimentary products being offered for you to purchase based on your product selection?

 

 

 

  1. Locate the customer reviews for the product. Give an overview of what past customers are saying about this product or company’s customer service. Do their reviews make you want to buy the product or do they deter you from buying the product?

 

 

 

  1. If you were to buy the product today, how long would it take for you to receive it? Are there multiple shipping options? What are they?

 

 

 

  1. What are your overall thoughts on this company’s customer service? How could it be improved?

 

 

 

  1. Include your screenshot in this document or attach it as its own file and submit to the dropbox.

 

 

 

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