Ivr Surveys News

Customer Satisfaction Research vs. Mystery Shopping: A Dialogue Revisited

Oct 30, 2008 by Elaine Buxton

In our current economy, customer retention is at the forefront of good business strategy. Well-run companies know that keeping customers coming back, even in this difficult economic climate, will ensure success down the road. With so many businesses focusing on customer service strategy and so many approaches to customer experience measurement out there, I am often asked which measurement method works best.

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Announcing Confero COMPASS and Log In Method Changes for Clients

Oct 30, 2008 by Paul Jacobi

With the re-launch of the Confero website , clients will now log in by visiting www.conferoinc.com and then click on “Client Log In”. The look and feel of our client reporting site has changed as well. However, the reporting functionality within the site remains the same. We believe this enhancement will make it easier for clients to locate their log in information. The new look and feel is easier to navigate and should be easier for our clients and their managers to navigate.

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IVR Surveys vs Mystery Shops

Jul 26, 2009 by Elaine Buxton

Interactive Voice Response Interviewing (IVR) and Mystery Shops are both effective ways to measure customer experience quality. When looking at a choice between the two methods or a combination of both, it’s important to consider three key areas:

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Mystery Shops Tell Part of Customer Experience

Mar 30, 2010 by Confero Inc.

Confero is best known for mystery shop services , which report on specific performance observations made during on site visits or phone calls. Our other services can add vital elements to your company’s customer experience knowledge. Not all research methods will benefit every business, but for some, these can provide valuable knowledge and more in depth insight into the customer experience:

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ABCs of an Effective Mystery Shopping Program

Jul 22, 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.
 

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