Employee Recognition & On the Spot Rewards

Confero offers incentive programs to keep your employees motivated. We will handle any piece of the process or the entire process, depending on your needs. From program design to the logistics of award distribution, we are here to help you design a recognition and incentive program to:

  • Pay for performance.
  • Reward positive behaviors.
  • Encourage a sales culture.

All are goals of an effective employee recognition program and all are achievable through mystery shopping results.

Confero offers turnkey incentive programs from the simple to the complex.

Confero is an impartial, independent firm and since shoppers remain anonymous and provide candid feedback, there is less likelihood for perceived favoritism in bonus programs.

On-The-Spot Rewards.

Employees or entire staffs are rewarded when specific behaviors are spotted by the Confero mystery shopper.

Payroll Incentive Programs.

Employees are rewarded via traditional payroll system. Confero provides information necessary for payroll processing and support.

Third Party Incentive Audits.

Recognitions or rewards may be sent to thank third parties for participation in its research programs, such as third party audits, exit interviews, etc.

Awards Certificates.

Custom-designed awards certificates may be sent via print/mail or electronically. Certificate programs may be customized to the client or the unit level.

Confero maintains a logistics operation which allows for fulfillment of rewards in an efficient manner. In addition, electronic relationships with third party incentive providers allows for almost real-time prize distribution to the unit level. We take care of every detail of your incentive program.

Kitting and Fulfillment Services:

  • Prize inventory tracking and maintenance: We efficiently manage prize inventory for any size programs.
  • Kitting: We package your prizes in the most cost effective and safe manner.
  • Fulfillment: We ship the packages to mystery shoppers to present “on the spot”, or send them to your high performing employees after the fact, based on your preference.
  • Logistics: We arrange for the most cost effective and quickest way to get rewards to your employees, including online distribution of e-prizes such as downloadable songs or movie tickets.
Customer Exit Interviews

Customer Exit Interviews

Customer exit interviews measure customer perceptions, brand recall or promotion awareness. Professionally trained interviewers conduct these studies to ensure quality responses. Data is available in a variety of formats.

Sometimes, you just need to know more or dig a little deeper. There are times when it helps to speak directly with your customer while the customer is interacting with the product or service.

Sample projects:

  • Determine customer awareness and usage of the clinical pharmacist services and durable medical equipment availability at selected drug stores offering Health Care Center services
  • Test awareness of Point of Purchase (POP) in convenience store location
  • Test consumer awareness of new sandwich menu at fast casual restaurant chain
  • Test shelf placement of beverage product in c-store venues
  • Interview post-security passengers regarding airport services and facilities
  • Determine pharmacist participation in a test coupon program for a major consumer health products company
Performance Consulting

Performance Consulting

After executing mystery shops, interpreting survey data, reviewing reports and working closely with our clients, our staff starts to live and breathe our clients’ brands. Hard data, anecdotal knowledge and information about our clients’ strategies combine to provide a unique opportunity.

We offer no boilerplate solutions here; just the experience and availability for next-level services. Some examples of how clients have put our unique experience to use include:

  • Following a successful test program for mystery shopping and after conclusions had been reached that measuring key behaviors does drive performance, a Fortune 100 client wanted to implement a bonus/reward system for employees meeting specific behavioral targets. Confero worked with our client’s Human Resources team to build a interface between the mystery shop data and HR records, allowing for employee bonuses to be calculated, “grossed up” and included on the next paycheck while meeting all payroll tax reporting requirements.
  • A national foodservice firm wanted to compare results from mystery shops with results from field rep visits to their units. Confero devised a reporting system to allow for both data sets to be captured and displayed side by side.
  • A regional bank contacted us about educating their managers on the mystery shopping and customer service process. We developed a program for shop program feedback, conducted a series of live meetings and webinars, and then rolled out the program.
  • After successfully conducting mystery shops for a regional shopping center management company, Confero was asked to send a representative to each shopping center for their annual meetings. At this meeting, our Confero staffer offered a keynote about customer service and program results. These were festive, high-energy occasions which boosted morale for all, including our Confero staff.
Mystery Shopping Reports & Insights

Mystery Shopping Reports & Insights

Confero’s COMPASS web reporting service is an integrated tool offering individual and side-by-side comparisons of mystery shop, IVR, telephone shop and Manager Action Plan data.

Key features:

  • Get management summaries of your data, 24/7 on demand
  • Secure site allows each level of your management to see their own reports
  • Dashboard and analyses reports show overall trends and highlight challenges
  • Data may be viewed by question, by management level or by ranking
  • Charts and graphs depict data in easy to review formats
  • Reports are easily exported to Excel or created in a pdf with one click

How it works:

  • Mystery shoppers enter shop findings onto the online mystery shopper survey
  • The mystery shopper’s report is validated and reviewed by our Quality Assurance team
  • Mystery shops passing our QA process are published to the COMPASS for our clients to view
  • Typical turnaround is 24-72 hours, depending upon the industry and mystery shopper anonymity considerations
  • When a report is published to the COMPASS site, clients may elect to have an email alert notice or a pdf attachment sent to any or all staff members who manage the unit
  • All management reports, charts graphs, trends and rankings update in real time as reports are published to the client’s site
  • All that’s needed to access the site is an internet connection and the user name and password we provide
  • When a report is reviewed, it may be easier emailed from inside the system to another user. This is helpful for field managers who may have internet but not email access on the road.
  • Over 20 analysis reports and charts are available on the system, allowing each client to obtain the information needed to make appropriate decisions.
  • Custom reports are available.

To learn more about our services contact a Confero representative at 800-326-3880.

Telephone Mystery Shopping

Telephone Mystery Shopping

Telephone Mystery Shopping evaluates call centers or individual locations.

Our services are available as recorded phone calls or non-recorded. With Recorded Phone Surveys, you can hear what your employees are saying to the customer. Our mystery shoppers use the same scenario every time, which gives every call center employee equal footing from which to start.

How does it work?

A mystery shopper calls a toll-free number, which automatically dials the correct location. The call is recorded and is instantly available for listening as part of a standard Confero telephone mystery shop. You can immediately listen to the entire phone call and hear how well your employees are handling each phone call.

Eliminate hours of “listening in” to your call center

Call center management may record hundreds of hours of calls. However, to hear how the same question is handled by multiple associates, management would have to listen to hours of audio to find the same question posed to multiple associates. Using Confero’s telephone shopping services allows comparison of performance on the same customer scenarios, allowing clients to see who needs training, who is saying what and who is doing a great job.

Zero in on inconsistencies

Are the associates telling the customers the same information? The information retained from training varies from associate to associate working in the call center. Recorded Phone Surveys can help with this issue. You can hear exactly who needs training and who is doing a great job.

Identify missed sales opportunities

Are the associates mentioning additional products? Overcoming objections? Attempting to close the sale?

Hear the caller’s and the employee’s comments/suggestions in their own voices

Audio files are online for 60 days, right on the online report. You can listen to the file for up to 60 days, or even save it to your own computer.

Robust online analysis reports

In addition to the audit recording, callers will answer a series of questions on the online mystery shopper survey. The answers to these questions allow for scoring to be applied. That scoring allows for comparisons of performance among associates, locations, departments, managers and over time.

Secure online data access alongside your mystery shop data.

You may even choose to access data online side-by-side with your other Confero data from mystery shops, outbound customer satisfaction surveys, and employee satisfaction surveys.

For states requiring two-party consent for recordings, we can help you navigate the requirements to ensure your program is conducted appropriately.

Customer Experience Services

Customer Experience Services

Our mission is simple: Help our client companies provide outstanding service to their own customers. Our services reflect that mission by helping clients fully understand their customers’ experience better.

Mystery Shopping

Mystery shopping allows anonymous customers to enter a business, evaluate the products and services offered, naturally interact with employees and report findings to Confero by completing a detailed customer service survey. Posing as average customers, mystery shoppers can receive unbiased treatment and thus can give accurate, objective feedback. Services are available for the following objectives:

  • Customer experience measurement
  • Brand support and placement
  • Promotional support
  • Compliance
  • Competitive Intelligence

Mystery Shopping & Mystery Shoppers >>

Telephone Mystery Shopping

Telephone Mystery Shopping evaluates customer service centers or individual locations. Eliminate hours of listening to your call center. Identify missed sales opportunities. Recorded mystery shops are available.

Telephone Mystery Shopping >>

Customer Service Surveys IVR & Web

Customer Service Surveys/IVR surveys measure after-the-fact perception, recollections and expectations of customer service. Understanding how your customers perceive your customer service is key to maintaining a competitive advantage. These studies can be conducted via telephone, US mail, or the Internet.

Customer Service Surveys & IVR Surveys >>

Customer Exit Interviews

Customer Exit Interviews measure customer perceptions, brand recall or promotion awareness. Professionally trained interviewers conduct these studies to ensure quality responses. Data is available in a variety of formats.

Customer Exit Interviews >>

Performance Consulting

Performance Consulting services are available on an hourly, daily or weekly arrangement. Services are offered on all matters of customer service, customer satisfaction or research analysis. Confero can help you integrate and analyze information from data warehouses and/or from complementary research sources to gain a true indication of customer satisfaction.

Performance Consulting >>

Recognition

Confero offers incentive programs to keep your employees motivated. We will handle any piece of the process or the entire process, depending on your needs.

Employee Recognition & Employee Incentives >>

Mystery Shopping & Mystery Shoppers

Mystery Shopping & Mystery Shoppers

Mystery shopping measures the customer experience at the front line of service.

The goal is to compare your operational performance against the standards you have set for your business. This comparison will highlight sales, profit and service opportunities for your business

What can mystery shopping do for your business?

  • Spot small problems before they become big ones
  • Direct your field managers to locations which require extra help
  • Link incentives to front line performance
  • Expose training and operational weaknesses
  • Identify competitive opportunities
  • Increase accountability for customer service throughout the organization

What can mystery shopping measure?

  • Staff friendless, courtesy, greetings
  • Point of Purchase material availability and placement
  • Interior and exterior appearance of the unit
  • Product/service selection and availability
  • Selling skills, including suggestive selling
  • Wait and service transaction times
  • Overall quality of product, food or service
  • Condition of restrooms
  • Customer thank you, friendly send off, invitation to return
  • Overall customer experience

Why Confero?

  • Experience in diverse industries
  • Proven history of long-term satisfied clients
  • Unsurpassed quality assurance process
  • Technology and innovation, 24/7 online reporting
  • Incentive programs and prize fulfillment services
  • Quality mystery shopper selection and relationships
  • Services customized to meet your needs
  • Dedicated Client Services Manager for every client program
  • Stable leadership
Customer Surveys IVR/Web

Customer Surveys IVR/Web

Many organizations depend upon simple customer questionnaires that may be completed and then returned by mail or in some instances, deposited into a Customer Comment Collection Box. The effectiveness of this method suffers due to low participation rates and “polarized” responses. From the low number of responses received, the customers are either really upset or very pleased with their experience. Obviously, this is not representative of the entire customer base. What’s missing, of course, are the responses from all the customers that fall in between the two extremes.

Interactive Voice Response Interviewing (IVR) resolves this issue. Customers are offered an incentive for providing their feedback, either by handing them a preprinted survey invitation or by having the invitation printed on the sales receipt. Successful incentives used in the past include discounts on future purchases, sweepstakes, and shopping sprees.

What can IVR and web surveys do for my business?

  • Non-Intrusive: customers may respond at their own convenience, 24/7.
  • Higher response rates compared to traditional survey methods.
  • Lower costs compared to traditional survey methods.
  • Eliminate “interview bias”.
  • Hear caller’s comments/suggestions in their own voice.
  • Receive alerts when customers call with issues requiring immediate attention.
  • Secure online data access alongside your mystery shop data.

How does IVR work?

  • Customers call a toll-free number and are asked to enter the store number so response data can be tracked by location.
  • Our extremely user-friendly interactive call center instructs the caller through the entire process repeating questions when no response is given and prompting them on invalid responses.
  • An infinite number of question branches, skip patterns, and triggers can be programmed into the script.
  • Callers are also able to leave voice mail messages which can be accessed at any time by store managers or authorized personnel for review through the COMPASS message retrieval system
  • At the conclusion of the survey, our system will give the caller a unique validation code or it will ask the caller to record their contact information depending on the type of incentive offered.
  • Reports are available on Confero’s COMPASS Online Reporting System.
  • Clients may choose to fax or email alert for locations that have received a contact request from the customer, allowing personal follow-up.

Click here to learn more about how customer surveys and mystery shopping work together to obtain a complete picture.



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"As we enter our sixth year with Confero, I wanted to thank you for continuing to help us identify opportunities to serve our customers better. As we grow, we will continue to rely on Confero to provide us with the customer experience information we need to make good management decisions. Your service has a real impact on our bank's performance in the branches!"

--Top 20 Regional Bank



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"We selected Confero for our customer exit interview study because they provided national-caliber expertise at our local level. This was a long-term pick, as we will repeat this study every two years. We appreciate the attention to detail and extra touches our study received. I would definitely recommend Confero to companies that seek a loyal customer research partner."

--International Airport



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"We are in a very competitive business and depend on the mystery shop reports to keep customer service top-of-mind with our employees. Confero has been providing our mystery shopping program since 1999 and we appreciate them as a business partner."

--Regional Grocery Company



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