ABCs of an Effective Mystery Shopping Program
July 22, 2010
A: Allow time for consideration of mystery shop goals, survey question details and possible scenarios during the set up of a new mystery shopping program .B: Build on the information that you gain from your mystery shops so that you can improve and redirect your program periodically.
C: Customize your mystery shopper survey to reflect your firm’s unique service and sales priorities.
What Would You Do With This Mystery Shopper Feedback?
July 15, 2010
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.
Confero Retail Compliance Audit Case Studies Show Reliability and Speed
July 7, 2010
Over the years, we’ve been asked to conduct research with some very specific and interesting requirements. For example, Confero recruited smokers with specific types of health insurance policies in order to test and compare the effectiveness of public quit smoking hotlines. Often times, it’s not the project itself that is the most difficult for us, but the tight time frame that is the most challenging. Here are some examples:Three Myths about Mystery Shops – Don’t Believe them!
June 29, 2010
Many people, both shoppers and clients alike, tend to make assumptions about the mystery shopping industry. We are not sure how some of these myths began, but we hope to clarify some of them. In this issue, we expose the following three myths:Five Often-Missed Customer Service Focus Areas
June 23, 2010
Sometimes the simplest task is the hardest to do. Through our decades of experience and knowledge measuring the customer experience, five key areas stand out when thinking about areas employees frequently miss. These five may seem simple, but they can be difficult to execute consistently across an organization. Consider these areas within your own organization to see if your company is where it should be:
A: Allow time for consideration of mystery shop goals, survey question details and possible scenarios during the set up of a new 
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.
Over the years, we’ve been asked to conduct research with some very specific and interesting requirements. For example, Confero recruited smokers with specific types of health insurance policies in order to test and compare the effectiveness of public quit smoking hotlines. Often times, it’s not the project itself that is the most difficult for us, but the tight time frame that is the most challenging. Here are some examples:
Many people, both shoppers and clients alike, tend to make assumptions about the mystery shopping industry. We are not sure how some of these myths began, but we hope to clarify some of them. In this issue, we expose the following three myths:
Sometimes the simplest task is the hardest to do. Through our decades of experience and knowledge measuring the customer experience, five key areas stand out when thinking about areas employees frequently miss. These five may seem simple, but they can be difficult to execute consistently across an organization. Consider these areas within your own organization to see if your company is where it should be: