Utilizarea metodei „Mystery Shopping” pentru studierea satisfacţiei cumpărătorilor în cadrul pieţei imobilului cu destinaţie locativă

Abstract

This article aims to define the theory of “Mystery shopping” method, and the steps of implementation. Mystery shopping or a mystery consumer is a tool used externally by market research companies, or by companies themselves to measure quality of service, or compliance with regulation, or to gather specific information about products and services. Mystery shoppers perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about their experiences. The “Mystery shopping” method, can be used in housing market research, and also when we study the customer satisfaction on this market.