Confero Blog

Head to Head – Customer Satisfaction Surveys vs. Mystery Shops

Aug 26, 2010 by Confero Inc.

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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Elaine Buxton Named To Triangle Go Red For Women Executive Leadership Team

Aug 18, 2010 by Confero Inc.

President Of Customer Experience Measurement Firm Supports Initiative To Raise Awareness Of Heart Disease

CARY, N.C. – Confero, Inc. (www.conferoinc.com), a national customer experience measurement firm, has announced that Elaine Buxton, president, will serve on the Triangle Go Red for Women executive leadership team. Leadership team members will help raise awareness of heart disease as the number one killer of women, encourage preventative measures that lower the risk of heart disease, and support the annual Triangle Goes Red for Women luncheon.

QUOTES:
“I am excited to be named to the Triangle Go Red for Women executive leadership team,” said Buxton. “Go Red for Women is an extraordinary initiative, and it is critical that we continue to raise awareness of heart disease as the leading cause of death for women while providing information on preventive measures that everyone can take in order to improve health and save lives.”

DETAILS: – Buxton was selected as a 2009 Woman Extraordinaire honoree, which distinguished her as a leader, innovator, problem solver and inspiration to other business women in the Research Triangle region. Additionally, she was named a 2010 Enterprising Women of the Year recipient by Enterprising Women magazine.

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Updated! FTC Issues Warning About Mystery Shopping Scams

Aug 05, 2010 by Confero Inc.

We have been notified that current fake letters to consumers list these phone numbers: 888-228-3460, 888-239-1660 or 877-594-6794. Please read the following blog post for information on how to report a scam if you receive a fake letter or fake check. Do not deposit these checks!

The Federal Trade Commission has issued a new warning about mystery shopping scams. This particular warning is intended to caution recent college graduates about potential scammers targeting young people looking for work. Check out the FTC new release .

Scammers are not only targeting recent college graduates. As we have noted before in previous consumer alerts, all sorts of consumers are targeted. Here are some tips for avoiding these scams:

  • Legitimate mystery shopping companies do not require potential mystery shoppers to pay a fee to become a mystery shopper. To find legitimate mystery shopping companies, visit the Mystery Shopping Providers Association (MSPA) website .
  • Never deposit a check from someone you do not know. Scammers often send fake checks to consumers as part of a fake mystery shop. The consumer is instructed to deposit the check into their bank account and wire a small amount of money to third party. The check will bounce and the consumer will be responsible for paying the bank back for the money withdrawn. For more on fake check scams, check our alerts here .
  • Often times these scammers are based out of foreign countries. Be sure to do your research before signing up for a mystery shopping company.

Confero has compiled a long list of resources to help consumers identify and avoid scams. Please take a few minutes to read the articles and watch the videos below.

  • The FTC released these videos about mystery shopping scams.
  • Confero’s president, Elaine Buxton sat down with the Better Business Bureau for an interview about fake check scams .
  • We have compiled a list of scammers who have claimed to work for Confero; none have ever worked for Confero.
  • Check out this short segment on NBC’s Today Show about fake check scams.
  • Have you been a victim of a fake check scam? This blog post explains what you should do if you receive a fake check in the mail or are contacted by a scammer.
  • Scammers have used fake names to pretend that they work for Confero. They claim to hold positions as “Human Resource Manager”, “Evaluator Coordinator” or “Head of Recruitment.” These positions do not exist at Confero.

A vigilant consumer sent us a copy of the fake check and fake letter they recently received in the mail. If you read closely there are a few typos and poorly worded sentences that should be a red flag. Also, notice there is no return address on the envelope. We have heard from some consumers that the envelopes are postmarked in Canada, but the letter lists Confero’s Cary, NC address.

One of Confero’s staff members called the phone number listed in the fake letter and recorded the call. These people sound legitimate! Take a few minutes to listen to the recorded phone call . One of the biggest red flags is that the “evaluator coordinator” says the shopper can visit any Western Union location and any Wal-Mart location. Legitimate mystery shopping firms require mystery shoppers to visit a specific location at a specific time.

If you are interested in legitimate mystery shopping opportunities, here are a few tips:

  • Do your research! Check out the Mystery Shopping Providers Association (MSPA) website for a list of legitimate and reputable firms.
  • Check out a company’s rating with the Better Business Bureau .
  • Never pay to become a mystery shopper. Any companies requiring an application fee or new shopper fee are a scam.
  • Mystery shopping companies DO NOT issue checks for hundreds or thousands of dollars. If you receive a check in the mail, it is fake.
  • Mystery shopping companies DO NOT mystery shop Western Union or other money transfer services.

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July 2010:  Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Jul 27, 2010 by Confero Inc.


The American Customer Satisfaction Index (ACSI) study for 2009 showed a strong correlation between increasing customer satisfaction scores and rising stock prices:

  • “As the stock market rebounded in 2009, the rewards have been greater for those companies with improving ACSI scores. On average, companies that did well in ACSI saw their stocks increase by 75 percent, while stock prices for those with declining ACSI scores rose just 22 percent over the same period.”

The 2010 American Express Global Customer Service Barometer survey this month revealed consumer views on the importance of quality customer service and how they believe businesses measure up. “A majority of Americans report that quality customer service is more important to them in today’s economic environment (61%) and will spend an average of 9% more when they believe a company provides excellent service. However, in a challenging economy where growth is harder to achieve, many businesses are missing out on this opportunity. Although only a little more than a third of Americans (37%) believe that companies have increased their focus on providing quality service:

  • “Almost nine-in-ten consumers (86%) report they’re willing to give a company a second chance after a bad experience if they’ve historically experienced great customer service with that company.”
  • “A negative service experience is an important factor for most Americans: 81% have decided never to do business with a company again because of poor customer service in the past.”

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ABCs of an Effective Mystery Shopping Program

Jul 27, 2010 by Confero Inc.

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.

D: Deliver mystery shop results quickly to location managers so that they can share with their employees.

E: Evaluate mystery shopping program goals every 4 to 6 months.

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