Case Studies

Grocery Store Checkout Times

A regional grocery store chain was concerned about what factors were contributing to longer than normal checkout times. While their service was excellent, there was no measure of the extraneous factors that contributed to longer checkout time, nor was any anecdotal information being collected about these factors. Confero assisted with the development of a series of mystery shopper survey questions specifically designed to elicit wait time increments and observations from shoppers. The results over the next six months provided management with key baseline information as well as the key factors that were negatively impacting the checkout times.

No Discounting Allowed

A leading jewelry brand was concerned that it pricing and display requirements at retail stores were not being met. As a leading premium brand, it was extremely important that its pricing guidelines be met and that the product never be discounted. Confero was asked to send mystery shoppers to specific jewelry stores to assess product placement and to ensure that the products were not being discounted during the sales process. Results are used to renegotiate relationships with jewelry store chains and to determine which firms will be allowed to sell the product.

Alcohol and Tobacco Sales: Compliance with ID Laws

A leading convenience store chain approached Confero about alcohol and tobacco compliance issues. To ensure compliance with all laws, the chain wanted Confero to send shoppers under age 30 to its units to buy alcohol and tobacco products. Confero recruited shoppers within the age range and dispatched them to specific locations to attempt these purchases. Shoppers who were asked for ID have the employees a pre-printed note of thanks. Those who did not ask for ID were presented with materials on how to perform better next time. The result is that more of this client’s stores remain in legal compliance than before. And the public good has been served.

Certifying the Certified Retailer Network, Rewarding Success

A leading manufacturer of pet products had been operating a marketing program centering on certifying retailers to sell their products. The firm engaged Confero to enhance the value of the certification by regularly inspecting the certification criteria via mystery shops. As a result, the certification becomes more valuable and, thus more attractive to more retailers. During the second phase of the program, Confero was engaged to not only conduct the mystery shop checks of the retailers, but to also send recognition to the retailers who met the recurring certified criteria. Confero arranged for custom-designed American Express rewards cards to be shipped to the retailers who successfully met the re-certification criteria. In addition, Confero created a custom communication program in which each retailer received a report on the shops, customized to the needs of the individual store. The manufacturer reported increased interest in retailer certification and an increase in product sales during the period.