A customer feedback system, developed by Reichheld, in which every customer is identified as a "promoter," "neutral," or a "detractor," based upon their response to a single question, is referred to as Critical-incident analysis Net promoter score Mystery shopper Customer satisfaction survey Question 15 2 pts Which of the following customer research methodologies involves the analysis of actual customer experiences that were either exceptionally positive or negative? Mystery shopping Focus-group interviews Critical-incident analysis None of the above Question 16 In-house customer surveys are Ideal when a service firm only has access to a small number of customers from which to obtain feedback Often solicited through the use of email or text messages sent to guests requesting their feedback. Not frequently utilized in service industries. Rarely collected on-site through the use of comment cards