| A | B |
|---|
| Mystery shopper | Independent researcher who goes into a store to measure customer service |
| EPOS | Electronic point of sale |
| Loyalty card | Helps to match sales to customers |
| Internal customer | An employee who relies on the service of another employee |
| Feedback | The information provided by customers on service and on product quality |
| Customer questionnaire | A series of directed questions designed to produce data about levels of customer satifaction |
| Customer satifaction | The level of positive response to an organisation's customer service |
| Customer panels | Groups of customers who are asked by an organisation to comment on its products or services. |
| Statistical data | Used to analyse trends in sales |
| A method of collecting feedback | Websites and e-mail reponses |
| Observation | Observing customer behaviour |
| Complaints | Can range from trival to very serious but all are recorded |
