Confero Blog

New Shopper Log-in Area Coming Soon—Bookmark Now!

Mar 11, 2010 by Confero Inc.

Confero is excited to announce a new and improved log in page for mystery shoppers. The change will allow shoppers to see the most up to date Shopper News each time they log in. It will also allow shoppers to have easier access to the Frequently Asked Questions and Shopper Hot Spots.

Currently, most mystery shoppers log into their Confero Compass Shopper Log by going to www.conferocompass.com. Beginning on April 1, 2010, the link to log in from www.conferocompass.com will be removed. To log into the Confero Compass system, shoppers will visit the Confero website at www.conferoinc.com to log into Confero Compass. The www.conferocompass.com link will be disabled on April 1, 2010.

The easiest way to make the switch would be to bookmark the following page: http://www.conferoinc.com/shoppers-center/shopper-news/.

Another option would be to go to www.conferoinc.com and click on the Shopper Login button at the top of the page.

We hope to make this an easy and beneficial switch for everyone!

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Elaine Buxton Elected To Better Business Bureau Of Eastern North Carolina Board Of Directors

Mar 11, 2010 by Confero Inc.

*Confero, Inc. President Supports Advancing Marketplace Trust*

CARY, N.C. – Confero, Inc. (www.conferoinc.com), a national customer experience measurement firm, has announced that Elaine Buxton, president, has been elected to the Better Business Bureau of Eastern North Carolina’s board of directors. As a member of the board of directors, Buxton will join regional business leaders and work to uphold BBB’s mission to be the leader in advancing marketplace trust by creating a community of trustworthy businesses; setting standards; encouraging and supporting best practices; celebrating marketplace role models; and denouncing substandard marketplace behavior.

“I am excited about serving on the board of directors for the Better Business Bureau of Eastern North Carolina,” said Buxton. “The BBB has been tremendously helpful to Confero. We have been Accredited with BBB for 10 years and have enjoyed significant national growth during that time. Our BBB Accreditation helps our clients and mystery shoppers know that our firm operates with high standards and the best business practices. I am honored to have the opportunity to give back to the BBB.”

DETAILS: – To accomplish its mission, the Better Business Bureau of Eastern North Carolina commits to the following values to guide its decisions and behavior: excellence, integrity, teamwork, trust and respect. For more information, visit www.easternnc.bbb.org.

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New Program Requires Shopper Test

Mar 05, 2010 by Confero Inc.

An urgent new project is starting today and will last for one week only! The project involves visiting ethnic grocery stores, handing out materials (we will ship to you) and taking two digital photos. Due to tight time constraints and shipping times, these shops will be available as self-assign shops for those shoppers who pass the online test. Liberal daily limits will apply! For this particular program there are shops available in the following states: AL, AR, AZ, CA, CO, CT, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NH, NM, NY, OH, OK, OR, PA, RI, SD, TN, TX, VA, WI, WV, WY.

To find the materials needed to take the shopper tests, log into your shopper log. All of our test materials are available to you at the top of your log (above your name). On the right hand side of your Shopper Log, there is a button called ‘Shopper Testing Center’, click there when you are ready to take the test. All tests are open book, so you can have your testing guidelines open while you answer the questions. Once you have passed a particular test, the qualification you have earned will show up in the center of your log, under the ‘Qualifications Earned’ section.

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Elaine Buxton Named Judge For Health Magazine’s America’s Healthiest Shopping

Mar 02, 2010 by Confero Inc.

Confero, Inc. President Reviews Top U.S. Discount And Department Stores On Customer Service, Eco-Friendliness, More!

CARY, N.C. – Confero, Inc. (www.conferoinc.com), a national customer experience measurement firm, has announced that Elaine Buxton, president, was named a Healthy Shopping Expert judge by Health magazine. Buxton, alongside fellow judges J. Nick Baird, MD, CEO of the Alliance to Make US Healthiest, and Marianne Wilson, editor in chief of Chain Store Age, rated discount and department stores nationwide for Health magazine’s America’s Healthiest Shopping feature. Each store was rated based on healthy criteria, including comfort, cleanliness, customer service, and eco-friendliness.

QUOTES:
“I am honored to be included as a judge in Health magazine’s America’s Healthiest Shopping feature,” said Buxton. “I have been inspired by the efforts of so many retailers as they work to provide healthy facilities, shopping experiences and products for their customers.”

DETAILS: – For more information on Health magazine’s Healthy Shopping Experts, visit http://living.health.com/2009/11/20/americas-healthiest-shopping.

- Buxton is president of the board of directors for the Mystery Shopping Providers Association (MSPA) (www.mysteryshop.org), an organization dedicated to improving the quality of service in the retail industry through the establishment of professional standards and ethics for the industry, as well as the education of providers, clients and shoppers on service quality. She was named a 2009 Women Extraordinaire honoree, and she serves on the advisory board for Enterprising Women magazine.

ABOUT CONFERO, INC. CUSTOMER EXPERIENCE RESEARCH:
Confero, Inc. is a national customer experience measurement firm dedicated to helping clients provide outstanding service to their customers. The firm offers customer service mystery shopping evaluations, customer brand support services, customer satisfaction research, and employee incentive and recognition programs. Serving all of the United States and Canada, Confero utilizes more than 130,000 independently-contracted mystery shoppers who provide accurate, objective feedback to help companies identify competitive opportunities and increase customer service accountability throughout their organizations. In 2009, Confero was ranked on Inc. magazine’s Inc. 5000 list, distinguishing the firm as one of the nation’s top 5,000 fastest-growing businesses. In addition, Confero ranked No. 51 on the 2009 Top 100 N.C. Small Businesses list. For more information, call (800) 326-3880 or visit www.conferoinc.com.

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What’s up with the shopper tests?

Mar 01, 2010 by Confero Inc.

One of our long-time shoppers who has been conducting shops for Confero for a number of years recently asked us, “Why are there new shopper tests on several long-standing programs and why do I have to take them when I’ve been conducting these shop assignments for years?” We realized that this was a great question and several of our shoppers were probably wondering the same thing.
Here are a few reasons shopper tests have begun to pop up:

Changes to shop surveys. Recently, several of our clients have requested changes to their mystery shop surveys. In order to be sure that shoppers are aware of these changes, we have instituted a shopper test to alert shoppers of these changes and to require them to verify that they are aware of the changes.

Changes to shopper guidelines. A few of our programs have changes to the shopper guidelines. For example, one of our clients recently changed the time of their shops from 4-8pm to 3-7pm. While that may not seem too drastic, if a shopper conducted their shop at 7:30pm because they didn’t see the new guidelines, Confero would not accept or pay for the shop since it did not meet client requirements.

Specific client requirements that can’t be missed. Mystery shopping is operations research. That means that each interaction at a client’s location must be similar. We are conducting shops now that require the mystery shopper to use a very specific phrase when placing their initial order at a restaurant. If the shopper uses another phrase, the client will not accept the report. A shopper test helps us confirm that shoppers know the wording our client requires.

We hope this clears up some questions surrounding shopper testing. Hopefully, by using these short shopper tests when something about a program changes, we will be helping shoppers recognize changes and avoid making costly mistakes.

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