Tag: mystery shop

Confero’s 25 years in the customer experience research field has allowed us to interact with various industries over the years.  With our experience in so many diverse industries, we apply knowledge to new projects in unique ways.  Here’s a list of 25 types of businesses that Confero has worked with over the decades, by providing them with services including onsite, telephone-recorded and email mystery shops, competitive pricing studies, retail audits, brand representation at retail, and customer satisfaction surveys:

Employee recognition and on the spot rewards   inspire teams to act on the behaviors your company desires. Whether you expect associates to suggest other items at checkout or greet customers within five seconds, or any combination of expectations, offering incentives right away is fun for both the winning employee and others on the team who see the prize delivered.  

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be. 

Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience.  With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.

Mystery shop results help you understand, in detail, how your locations perform in terms of appearance, timeliness, and customer engagement through greeting, customer service and sales behaviors, product knowledge, friendliness and other factors.   The results also provide invaluable information through mystery shopper comments. Open-ended comments reflect mystery shopper observations about what they saw and heard during the mystery shop visit.  They include details that explain a low-scored area or in-depth comments on overall impressions about the visit.