Ghost shopping as a method of improving a company’s marketing and customer relationship and satisfaction. Case study research for the SFM Company
Petrova, Virginia (2015)
Petrova, Virginia
Seinäjoen ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015122121566
https://urn.fi/URN:NBN:fi:amk-2015122121566
Tiivistelmä
The following thesis seeks to provide information on the ghost shopping method as a research technique to improve a company’s performance, customer service, etc. The emphasis is going to be on online ghost shopping which was executed for The Six Figure Mentors Company. The study strives to identify the origin of the company’s sales problems and make the necessary changes and suggestions for improvement. The study will be also looking to solve any other problems connected with marketing, website structure, overall looks, and customer satisfaction levels.
Mostly qualitative research was used in the current case study for The SFM Company. Personal experience from the ghost shopping research was the main source of information for the current study. As a result the current study provides suggestions for improvement based on the ghost shopping research for the company as well as the basic regulations needed for a successful online website and customer service which can be also beneficial for other companies in the market looking to improve their overall online performance.
Mostly qualitative research was used in the current case study for The SFM Company. Personal experience from the ghost shopping research was the main source of information for the current study. As a result the current study provides suggestions for improvement based on the ghost shopping research for the company as well as the basic regulations needed for a successful online website and customer service which can be also beneficial for other companies in the market looking to improve their overall online performance.