A leading customer experience measurement firm with a reputation for quality results, Confero offers customer service mystery shopping evaluations, consumer brand support services, customer satisfaction research and employee incentive and recognition programs.

Head to Head – Customer Satisfaction Surveys vs. Mystery Shops

Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist. Would you answer the following “yes” or “no”?

Are customer satisfaction surveys a substitute for mystery shopping? No.
Mystery shopping results reveal how well your employees meet company standards in measurable areas. Customer satisfaction surveys uncover customer opinions, or the “voice of the customer”, regarding impressions of employees, products and services, and locations. Companies can use satisfaction survey data to revise mystery shopping standards as needed.

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