Case Studies

Can Something like a Straight Forward Point of Purchase Audit Help a Restaurant? How? A large fast casual restaurant approached Confero needing detailed information on displays of point of purchase (POP) materials at its restaurants. In other words, this restaurant wanted a point of purchase audit to show what to focus on and where to […]

A nationwide quick service restaurant chain, along with its beverage provider, partnered to conduct a drive thru promotional campaign. The beverage provider was interested in increasing fountain sales, but also in having the beverage fill evaluated by the mystery shoppers.

Confero was approached by a national advertising and promotion firm, which represented a foodservice chain. The chain was preparing to roll out new menu items and was conducting tests in two markets. The success of the test would determine a possible national roll out and senior management was concerned that employees did not understand the new items and would not mention them.

A regional grocery store chain was concerned about what factors were contributing to longer than normal checkout times. While their service was excellent, there was no measure of the extraneous factors that contributed to longer checkout time, nor was any anecdotal information being collected about these factors.

Sharing Confero’s Audit a National Retail Reset – 2,000 stores, 2 days’ notice, 3 days to complete Sometimes, you need to know quickly if something is not going well. Our marketing agency client was responsible for monitoring the merger of two national consumer electronics brands. Also, they were orchestrating the accompanying national resets of the […]

Alcohol and Tobacco Sales: Compliance with ID Laws In many cases, your business success may need to occur within a very regulated industry. Even with employee training, how do you evaluate if their every day customer interactions follow your training and the law? Each state and, even, each county can have differing laws pertaining to […]

When Competition is Fierce, How Do You Incentivize Short Term Employees to Give Top Level Service? Confero partnered with a US amusement park in the development an exciting mystery shopping program to motivate employees. The park needed a way to engage and motivate the employees when greeting, offering an upsell and thanking the guests. Confero’s […]

Redesigning Airport Parking Breakthroughs = Goal Parking revenue growth is essential to this airport’s viability. Parking is its largest non-aeronautical revenue source. The airport needed to better understand travelers’ parking preferences to maximize usage and revenue from its spaces across 3 locations. An ongoing customer satisfaction survey, along with customer-provided information inside the airport’s customer […]

Over the years, Confero has partnered with a law firm to gather details on phone calls between associates and potential clients. Prospective clients begin with a phone call to the firm, making it a crucial evaluation point. It is exceptionally important to know that intake staff at law office – are employees following standards? If […]

Are the Correct Details Being Shared Over the Phone? A medical device manufacturer approached Confero about filling in the blanks on an important element of the company’s sales process. Essentially, they wanted to know are communications with healthcare services clear? Are the appropriate details being communicated well to prospective patients. This manufacturer needed details on […]

Pre-appointment Doctor Office Service Evaluations Needed When you run a medical practice, appointment setting at the doctors’ offices, wait times and friendliness are a vital part of your business model. A group of busy doctors’ offices wanted details on how associates sounded on the phone when setting appointments. Did they make the new patient feel welcome? […]

Physician Referrals and Patient Service Evaluation Needed Confero partnered with a New York hospital to gather information on it’s referral call center. How were call center associates in the referral call center meeting the hospital’s benchmarks? Evaluating the hospital’s physician referrals and patient service level was the goal. They hospital wanted to know if call […]

Competitive Analysis on Competing Brokerage Services? Confero was approached to provide head to head competitive shop analysis for a brokerage services firm. A national online brokerage firm was interested in comparing their customer service to their competitor’s service levels. In particular, they wanted to compare their telephone hold times, account servicing and selling skills with […]

How Would You Evaluate Bank Branches for Cross Selling & Referrals? If you had a bank, how would you evaluate your employees’ customer service? Especially, if you are interested in specific behaviors or customer service questions, how do you determine what your employees are saying to customers? Cross selling and referrals can be encouraged with […]

New Competitors Gained with Acquisition – How Compete? When a bank merger goes through and suddenly there is a whole new region of business there can be new regional challenges, too. Suddenly, there are new unfamiliar banks that may be your competition, right? Where do you start to evaluate what your competitive advantage is? What […]

Did You Know that Telephone Mystery Shopping can have Incentives & Rewards on a Budget? An automotive client recently approached Confero for ideas on how to manage reward phone calls to nationwide dealerships. And they had a finite budget for telephone mystery shops and rewards combined. Essentially, they were seeking telephone mystery shopping with incentives and […]

The Benefits of Mystery Shopping Programs May Surprise You! One never knows what may be uncovered with a mystery shop program. One company Confero has worked with for many years found an unexpected benefit – reduced accidents in addition to customer service improvements. Originally, the mystery shop program was designed as a customer service program. […]

How Do You Check the Information Shared at Point of Purchase on at a Car Dealership? Confero was called to assist in testing the test at point of purchase and sales support for new products. An automaker had partnered with a credit card issuer. Certain dealerships were testing the new program and they were experiencing […]

Education Compliance Checks Were Needed – What are Employees saying? An online education services provider was interested in what associates told prospective students. Education compliance checks were needed- What are employees saying? Of particular interest was when prospective students inquired about online courses. Financial aid, types of jobs following education and transfer of credits can […]

Campus Dining Mystery Shopping? As a provider of residential and retail food services for campuses across the US, the college food services company desired feedback. Curious about how well employees met standards for customer service, cleanliness, food quality, and merchandising fueled their desire for customer experience research. College Food Services Company Mystery Shop Challenges Is […]

Can Confero assist Private Schools in Evaluating Associate Follow-up and Sales Skills? An educational firm needed information on associate interactions with parents of potential students. How well did employees handle email, phone and visit inquiries from interested parents? Follow-up was a key concern. Were the associates losing sales due to lack of consistent follow up? […]

In military stores, how do you evaluate associate product knowledge and handling returns? Confero can help. Research Target Acquired A military organization needed help with keeping tabs on customer service and conditions at its military base stores. Do store employees greet customers? When interacting with customers, do associates suggest add-on items? How does the staff […]

Did you know that customer experience research companies can assist with compliance investigations? How do you know your employees are working as you trained them? On education phone calls, is what they’re saying legal? The risk is yours … not the employee’s right? Concern Shared A government organization approached Confero with an important compliance need. […]

Does the Community Enhance Visitor Experience? How would a tourism company research if the community enhances visitor experience in a particular area? This tourism organization approached Confero with a concern. They worried that employees at the area’s restaurants, stores, lodging, and attractions were not suggesting other things to do in the area when asked by […]

In 2014, a large, nationwide sandwich chain was spending considerable time gathering information on customer experience from several reporting places. Confero was already providing mystery shopping data, and they needed a solution where they could review customer feedback on the same system. It was agreed that this sandwich chain would benefit from one reporting system. […]

A fast casual restaurant chain desired customer improved feedback system. An enhanced system which they could easily access in order to drive improvements quickly at its restaurants. Online surveys can lead to improvements when information is shared well. After all, that’s their goal. Clearly Defined Goals Their goal was specific feedback in the areas of […]