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This research paper describes techniques which are being used for examination of customers needs in order to plan quality. Focus is put on combination of quality planning techniques: mystery shopping and critical incidents technique. These techniques are used on example of a retail shop, which is selling and servicing watches. This work sums up these techniques and it shows on a practical example how combination of these techniques can help in order to make twodimensional questionnaire which questions in detail needs and expectations of customer relating importance and satisfaction. The goal of using this techniques is, after recognizing critical incidents, to rank customers needs according to their criticality. These techniques are very suitable for using because they are generic and can be used on all B2C organizations, no matter on the size of the organizations and what they do.

Quality Planning and Analysis: Identifying and Ranking Customer Needes Through Techiques: Mystery Shopping and Critical Incidents