Client News
Get to Know the QR Code
Nov 29, 2011 by Confero Inc.
Are QR codes confusing to you? They were confusing to us at first, too. Mostly, we found them confusing because, at Confero, we use the term Quality Review (QR) to refer to our detailed process of quality assurance for each mystery shopping or audit report. We are now getting used to seeing “QR” (Quick Response) codes everywhere. If you have customers who have Smartphones, “QR Code” is a good term to understand.
QR codes are those odd looking square patterns that seem to be cropping up everywhere. If you have not noticed one, look at most any print magazine ad and you’ll find one easily.
Here’s how they work:
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NRF’s Annual Top 10 Retailers for Customer Service Announced
Nov 28, 2011 by Confero Inc.
The NRF Foundation, the research and education arm of the National Retail Federation, has announced the top 10 retailers for excellent customer service selected by shoppers in the seventh annual NRF Foundation/American Express Customers' Choice survey.
The survey asked 9,374 shoppers which retailer provides the best customer service. According to shoppers, the ten finalists for customer service, in alphabetical order, are:
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Customer Service During Hectic Times
Sep 20, 2011 by Confero Inc.
Steady customer traffic is what every retail company wants in its stores, but do companies perform as well during the unexpected busy times as they do for the expected high-volume periods?
Companies benefit from an increased number of customer visits only if associates meet customer demands during the rush. To do this, companies need to prepare an approach and strategy to adapt for larger crowds. Companies anticipate busy times, such as the holidays, by stocking up with the right items, carrying items within the appropriate price ranges and learning from past holiday trends about which items to carry and how many. As Inc.com points out, some companies prepare well for the fast-paced holiday selling time by instructing employees to be honest about possible wait times.
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Case Studies Show Unexpected Mystery Shopping Benefits
Sep 20, 2011 by Confero Inc.
Companies can realize unanticipated rewards when they change their approach to how shoppers gather the information or add mystery shop sections. As the examples below illustrate, the rewards may include improved safety measures and even the discovery of website pitfalls, to name two.
For an automotive client, adding non customer service questions to the mystery shopper survey resulted in valuable data and potential savings in safety-related areas for the company. The company consulted with other departments to gain ideas on areas that mystery shoppers should assess at their locations. In response, Confero added several safety-related questions to the survey. Following the visits with the added survey questions, management was able to quickly view mystery shop results through a secure web-based reporting system, including the information about safety procedures. The results: fast data on safety deficiencies at certain locations as well as decreased number of accidents, due to the increased accountability that the mystery shop program created. You can view other stories on our Automotive Mystery Shopping and Customer Experience Research Case Studies page.
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September 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition
Sep 20, 2011 by Confero Inc.
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Customer perception of sincerity makes a big impact on customer satisfaction. A study conducted by Prime Performance revealed that 87% of bank and credit union call center customers believed that the representative was genuinely interested in helping them. When the customers felt this sincerity, 81% said that they were satisfied with the experience. When respondents felt that the representative was not genuinely interested in helping, only 18% of customers were satisfied.
Do consumers want to pay more for healthcare? In a recent Accenture survey, almost half of U.S. consumers said that they would be willing to pay more for quality customer service from their healthcare insurance providers.
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