Mystery Shopping News

Mixed Messages and Mixed Research: Mystery Shops, Customer Surveys and Social Media

May 31, 2012 by Confero Inc.

On the spot restaurant reviews, customer service remarks, and feedback on wait times. Whatever customers talk about online, managers immediately learn about customer feelings when they monitor social media. While these instantaneous comments are an important part of understanding customer opinions, the feedback is very different from customer experience services such as mystery shops and customer satisfaction surveys.

Casual online comments travel fast, and make a substantial impact on potential customer buying decisions as well as employee morale. Onsite and telephone mystery shopping results help companies reward employees for positive sales behaviors and fine tune training efforts. Customer opinions through web or mobile surveys provide honest input about employees and services. With these differences in mind, and the added complexity of random online comments, many companies wonder how all three types of research fit together.

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Confero Warns (Again) About New Mystery Shopper Scam Using the Name Paul Williams

Jul 05, 2012 by Confero Inc.

The warning we posted about "Paul Williams" is still valid (see the original post here). . Fortunately, the would-be shopper contacted Confero rather than "Paul Williams. See her comments below. Please note that we NEVER send checks to mystery shoppers, asking them to cash checks and keep part as a payment. All Confero payments are issued to shoppers via PayPal AFTER the mystery shop has been completed, submiitted to Confero and accepted by our client.

I got a letter in the mail today from Survey America, signed by a "man" named Paul Williams. The letter is asking me to be a Mystery Shopper. Along with the letter came a check for $2,860.00.

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Confero Warns About New Mystery Shopper Scam Using the Name Nicolas Morgan

Aug 13, 2012 by Confero Inc.

We received an inquiry from a consumer about a phishing email going around using the Confero name. The consumer asked, "Do you have an affiliate in Seattle, Washington operated by one Nicolas Morgan in the "Market Viewpoint" department? We received two e-mails from this person in the name of Confero, Inc. soliciting for mystery shopper evaluators (Rep ID# FPH04609)."

We are not affiliated with anyone named Nicolas Morgan and we do not operate a "Market Viewpoint" department. A scammer is trying to capitalize on Confero's good name.

Please do not fall for the Nicolas Morgan scam!

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Three Unexpected Ways to Win Grocery Customers with the Small Details

Aug 28, 2012 by Confero Inc.

We recently saw a communication from one of our grocery store clients. A store manager received his mystery shopping report and reminded his employees, “Remember, exceptional service is our best weapon. WalMart is right across the street!”

In the war among grocery retailers, competition for new customers remains fierce. Grocery consumers remain store-loyal and non-traditional grocery stores continue to enter the grocery playing field. Giants like Wal-Mart and Target add even more intensity to the competitive mix. Given these challenges, it’s no wonder that many grocery store chains have mystery shopping in their arsenal. For some grocery retailers, mystery shops go beyond

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Retail Level Employees Still Characterize Brand

Aug 28, 2012 by Confero Inc.

You may hope that your associates embody your brand, but do you sometimes fear that employees don’t quite measure up to your brand’s image? When you achieve parity between brand and how your employees interact with customers, it pays off. When associates don’t mirror your brand, it costs companies plenty.

Social media customer interactions constantly evolve and serve to build the brand. As an example, 48% of consumers who used social media for customer service indicated that they used it to praise a company for a positive experience. Although social media creates impact, one fact remains the same: retail level associates remain a large part of the brand experience. In increasingly competitive environments with fast service expectations and sweeping technological changes, the store continues to be a mainstay.

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