“Evolved” Mystery Shopper – A Very Performant Method to Measure the Customer Experience

About the author

Christian Watier

Président & Chief Science Officer

Mr. Watier holds a Doctorate from Université Laval, a Post-Doctorate in Experimental Psychology from Carleton University and has authored numerous scientific publications. He has a strong academic background and impressive experience in the fields of quantitative and qualitative analytical methods, research, psychometrics, cognitive psychology, and perception. He also holds two masters in business administration (EMBA from Montreal and Paris).

"Evolved" Mystery Shopper

A Very Performant Method to Measure the Customer Experience

Measure With the Efficient Method!

In today’s economy, where the services industry is so important, consumer sensitivity MUST be a major concern for business managers operating in a B2C business context. Several authors assert that the North American economy has moved beyond the service economy towards an experience based economy. Although everyone recognizes the importance of measuring the customer experience, many still confuse the vastly different concepts of service quality, customer satisfaction and customer experience. Consequently, several companies barely or poorly measure the customer experience deemed so important.

Here are the latest developments in this science that benefits to managers who can master it.

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