Mystery shopping measures the customer experience at the front line of service, either on site or online. Discover user experience issues on premise and also where service and technology meet: in-app purchase, buy online-pick up in store (BOPIS), pre-orders for curbside and delivery and third-party delivery. 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.
Summary
Service Type
On Site & Online Mystery Shopping
Provider Name
Confero, Inc., Telephone No.800-326-3880
Area
United States
Description
Mystery shopping measures the customer experience at the front line of service, either on site or online. Discover user experience issues on premise and also where service and technology meet: in-app purchase, buy online-pick up in store (BOPIS), pre-orders for curbside and delivery and third-party delivery. 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.
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
Measure
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
Online shopping experience
Ease of use of Buy Online, Pickup In Store (BOPIS)
Third party delivery process
Case Studies
Case Studies
Restaurant POP Audits Show What to Focus on and Where
Can Something like a Straight Forward Point of Purchase Audit Help a Restaurant? How? A large fast casual restaurant approached Confero needing detailed information on displays of point of purchase (POP) materials at its restaurants. In other words, this restaurant wanted a point of purchase audit to show what to focus on and where to […]
Confero was approached by a national advertising and promotion firm, which represented a foodservice chain. The chain was preparing to roll out new menu items and was conducting tests in two markets. The success of the test would determine a possible national roll out and senior management was concerned that employees did not understand the new items and would not mention them.
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.
Mystery Shopping Increases Success at Amusement Parks
When Competition is Fierce, How Do You Incentivize Short Term Employees to Give Top Level Service? Confero partnered with a US amusement park in the development an exciting mystery shopping program to motivate employees. The park needed a way to engage and motivate the employees when greeting, offering an upsell and thanking the guests. Confero’s […]
Tourism Center – Does the Community Enhance Visitor Experience?
Does the Community Enhance Visitor Experience? How would a tourism company research if the community enhances visitor experience in a particular area? This tourism organization approached Confero with a concern. They worried that employees at the area’s restaurants, stores, lodging, and attractions were not suggesting other things to do in the area when asked by […]
Intake staff at Law Office: Are employees following standards?
Over the years, Confero has partnered with a law firm to gather details on phone calls between associates and potential clients. Prospective clients begin with a phone call to the firm, making it a crucial evaluation point. It is exceptionally important to know that intake staff at law office – are employees following standards? If […]
The Benefits of Mystery Shopping Programs May Surprise You! One never knows what may be uncovered with a mystery shop program. One company Confero has worked with for many years found an unexpected benefit – reduced accidents in addition to customer service improvements. Originally, the mystery shop program was designed as a customer service program. […]
Campus Dining Mystery Shopping? As a provider of residential and retail food services for campuses across the US, the college food services company desired feedback. Curious about how well employees met standards for customer service, cleanliness, food quality, and merchandising fueled their desire for customer experience research. College Food Services Company Mystery Shop Challenges Is […]
Private Schools – Associate Follow-up and Sales Skills
Can Confero assist Private Schools in Evaluating Associate Follow-up and Sales Skills? An educational firm needed information on associate interactions with parents of potential students. How well did employees handle email, phone and visit inquiries from interested parents? Follow-up was a key concern. Were the associates losing sales due to lack of consistent follow up? […]
Military Stores: Associate Product Knowledge and Returns
In military stores, how do you evaluate associate product knowledge and handling returns? Confero can help. Research Target Acquired A military organization needed help with keeping tabs on customer service and conditions at its military base stores. Do store employees greet customers? When interacting with customers, do associates suggest add-on items? How does the staff […]
Vice President of Quality Assurance, Training & Safety Shares Opinion of Confero's Research Program -
This program has been nothing short of earth shattering for our leadership team.
We have learned so much about our staff’s tendencies and where we need to do a better job on our training and coaching.
Property and Casualty Insurance Inspection and Reporting
VP of Quality Assurance, Training & Safety’s Opinion of Confero
Latest Blogs
Blogs
Why Confero
Why us
Experience: our seasoned project leaders will design your program to get the analytics you need.
Right size, right partner. Large enough for your national program. Small enough for your regional program.
Best in class program design.
A proven history of long term, satisfied clients.
Actionable, easy to use reporting.
Unlimited dashboard views allow your management team to see their results, their way.
Reporting tools for every need.
Worthy of your trust. We are known for integrity.
Comprehensive quality control baked into every process.
Industry leadership. Active leadership in the Mystery Shopping Professionals Association.
Performance incentive procurement and fulfillment. Reward your star performers.
