Zastosowanie metody „tajemniczy klient” do badań jakości obsługi w jednostkach samorządu terytorialnego
Application of “mystery shopping” method for the research of services quality in the territorial self-government units

Summary/Abstract: The territorial self-government units pay growing importance to the research of services quality. To maintain constantly a high level of services, a control of this process is necessary. The “mystery shopping” research method enables finding the answer to questions about the cause of dissatisfaction and objections from customers. The paper has a general review character and the author’s intention is to stimulate a discussion on presented issues. The paper also shows some results of research conducted in selected self-governments offices. The main purpose of the paper is an indication of a growing role of “mystery shopping” research method among self-governments.

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