First Southern Community Bank has long tried to differentiate itself as "your friendly, hometown bank." However, the bank president has been concerned about a number of recent customer service complaints. Which of the following approaches would probably be best to get a feel for how friendly her employees really are to customers?
a. Employee focus group interview
b. Mail questionnaire of a sample of current customers
c. Mystery shopper
d. Experiential research
e. An Internet-based community study
ANSWER: c