Author: Elaine Buxton

Ever been asked to “give us a 10” on a customer survey?

It might seem harmless — but it’s actually a textbook case of Goodhart’s Law: When a measure becomes a target, it stops being a good measure.

When employees coach customers on how to answer surveys, the data stops reflecting reality. Real service gaps get hidden, trust is lost, and leaders miss the insights they need to improve.

If your business relies on survey scores, this is a must-read. The numbers might look good, but what’s really happening with your customers?

#MysteryShopping #CustomerExperience #CXResearch #GoodhartsLaw #CustomerFeedback #CX

You have finished your mystery shop, have your notes and are ready to write your report. How much detail should you include? Was that an important detail or not? 

Here are some tips to help you when you fill out your next report. 

Confero’s Growth & Culture Reflect Our Founder, Joann Buxton’s Leadership If you were fortunate enough to know JoAnn Buxton and are familiar with the company she began, you will easily see that the company’s congenial determined go get it nature, the attention to detail coupled with strong financial management and valuing others are all a […]

We are excited and proud to celebrate our 35th year in business! Check out this video as our CEO Elaine Buxton thanks employees, clients, suppliers and contracted mystery shoppers, auditors, schedulers and editors who made this possible! We will celebrate them with 35 Days of Giving to various charities in the US and Canada.

Celebrating 34 Years of Confero with 34 Days of Giving I am beyond grateful to lead a successful business, Confero. It has been a tough year for everyone. When we started our gratitude campaign last year (at 33 years), we had no idea that this year would be so hard for so many. To say […]