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Sharing Mystery Shopping Reports: What’s Best?

Jan 29, 2019 by Confero Inc.

Change how you share mystery shopping outcomes with the team and improve results for future mystery shops.













Many clients receive emails with a link to the mystery shop result. Sometimes, managers forward or comment on the mystery shop, and copy a Confero team member, so we see their coaching comments to staff. The variety of feedback we see in terms of positive and negative coaching is eye opening!

What makes for action-oriented coaching for both good and bad mystery shopping results?


Confero President Serves as Judge for Steve Award for Customer Service

Jan 29, 2019 by Confero Inc.

Confero’s president, Elaine Buxton, served as a judge for the 2019 Stevie Awards for the Customer Service/Contact Center Team category. The Stevie awards began in 2002 to boost public recognition of achievements and contributions of companies and working professionals worldwide.  The Stevie since then has become one of the world's most coveted prizes. There are


NPS - Net Promoter Score - Add It To Your Survey!

Jan 18, 2019 by Confero Inc.

Did you know that you can add a question to your existing mystery shopping survey to collect information on Net Promoter ®? 

The Net Promoter Score is a powerful marketing metric that measures whether customers are likely to recommend your services to others.

It’s an excellent indicator of future revenue growth. The metric is 


Reporting at a Glance 1: How to Log in and Use the Basic Navigation on our Compass reporting site

Jan 15, 2019 by Confero Inc.

Confero will periodically feature a quick video that reveals features or quick tips about our Compass reporting system. We hope these tips will save you time and provide helpful information.

Future videos will show specific reports and 


Confero Takes Action in the Community

Jan 04, 2019 by Confero Inc.

2018 was a year filled with important needs in our community, from families who needed supplies after Hurricane Florence, to those who needed assistance with holiday gifts for their children. Confero lent a hand. 


Customer Experience Measurement Firm Supplies Phone Assessments for Annual Study

Feb 23, 2018 by Confero Inc.

Elaine Buxton, president and CEO of Confero, Inc. (, a national customer experience measurement firm, is pleased to announce that the firm provided telephone mystery shopping research for the 2018 annual Online Broker Review


Confero CEO Elaine Buxton Elected Chair of Better Business Bureau (BBB) of Eastern North Carolina

Jan 26, 2016 by Confero Inc.

Elaine Buxton, Confero president and CEO, will serve as chair of Better Business Bureau (BBB) of Eastern North Carolina’s board of directors for 2016. Elaine previously served as vice chair for the organization in 2014 and 2015.


Mystery Shops:  How often? How many?

May 29, 2015 by Elaine Buxton

Do these two questions about your mystery shopping program have you puzzled? Problem solved!  Timing and frequency of shops go hand in hand.  Based on our decades of experience, here are five things to consider:


Program Guide: Guide to ReCalibrating Your Mystery Shopping Program [Infographic]

May 29, 2015 by Confero Inc.

Organizations evolve. Operations change. And, over time, the criteria and focus of your mystery shopping program should be double checked to make sure it's still on target. This checklist includes considerations for rethinking your mystery shopping program. 



Five Key Decisions for your Employee Recognition and Incentive Program

Apr 29, 2015 by Elaine Buxton

We seem to be in a “rewards” economy, with participants constantly asking “What’s in it for me?”  It’s difficult to shop, dine out or buy much of anything without being prodded with a reward for doing so: loyalty points, frequent customer apps, secret offers for special customers, “Kohl’s Cash”, “CVS ExtraBucks”, etc.

Your employees live in this economy, too, and are conditioned to look for rewards. Do you