1. 21th November 2008 – Kassel Ronan Chardonneau Rosa Paola Picariello Mistery Shopping

4. THE INSTRUMENT 2/3

5. THE INSTRUMENT 3/3 Final score: 72%

6. TANGIBLES PROCESS CORE AUGUMENTED

7. RESULTS Our Expectation have been in part confirmed: there was not a real focus on the stories. 45% 60% 82,8% 50% Staff: high moral and empathetic; Settings and Atmosphere : very good; Exhibits : interesting and well exposed but lack in explanation; Very good core but no additional services . Problem: no access for disable…

8. RECOMMENDATIONS

9. THANK YOU FOR YOUR ATTENTION