Tag: telephone mystery shopping

The half-year mark is upon us, which means it’s time to reevaluate on-going business decisions.  Here's a checklist to ensure mystery shoppers are reporting on the way you will operate your business in 2019.

Add incentives.  If you haven’t added rewards to your mystery shopping program yet, it’s time to consider them. 

Spending time on hold is aggravating, and a recent study revealed just how customers feel.  From a survey done by Acena, over half of the callers reported that being placed on hold for even 1 minute was too long,  and 1/3 of people believe that calls to customer service representatives should be 

Confero announced that that the firm recently provided telephone mystery shopping research for the 2019 annual Stockbrokers.com Online Broker Review.     The research included gathering of 4,544 data points in nine different areas, which were used to provide ratings for the online brokerage companies.

At the store level, stats are worthless without a coach to personalize the information, relate it to the team, and translate it in a concise way to keep employees up to date.  Here are five ways to make sense of mystery shopping data.