Produce an evaluative report based upon the critical observation of a real special event with particular reference to the customer experience.
Essential elements of this assignment – students must:-
• Observe a special event as a customer /participant/ on-looker and make a record of your observations and any findings.
• Focus on the customer journey and the experience that made up this product/service.
• The special event must have taken place in the UK since the start of this module – you cannot critique an old event retrospectively.
• Before attending the event, develop a research strategy and prepare research tools beforehand. The use of tools such as a matrix or check-list are
essential to many ‘mystery-shoppers’ and ‘mystery-fans’.
• When reporting and evaluating your findings, adopt a report format and be a maximum of 2,500 words in length. You are recommended to use appendices
as appropriate. It should be fully referenced using the Harvard Referencing System as explained in your course handbook.
• Include proof of attendance in the appendices – ticket, photos etc.
• Agree the event in question with your tutor before attending.
• If there are any health, safety & security concerns please talk to your tutor.