I visited the Smart Museum with my family who were visiting Chicago from Indianapolis. I instructed them to pose as regular visitors to understand what steps the museum must undertake to improve their service and visitor satisfaction. Overall, the mystery shopping was a very interesting exercise. My family’s experiences left me with many ideas to enhance the visitor’s experience at the Smart Museum of Art, including additional interactive exhibits and more family-friendly material.
To be honest, I really enjoyed "mystery shopping" because the whole process made me feel like a spy on an secret mission. From what they told me, my family also enjoyed the thrill of being undercover at a museum. The method produced useful visitor feedback for the museum as well.
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