Frequently Asked Questions About Mystery Shopping Services
Mystery shoppers, please visit our FAQs for mystery shoppers for your FAQ’s.
What can mystery shopping do for my 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 makes Confero different?
- Over 130,000 mystery shoppers
- Unsurpassed report quality
- Dedicated Client Services Manager for every program
- Programs customized to client needs
- Reporting available online, 24/7
- Experienced, stable leadership with a combined 55 years of industry experience
- Over 22 years in business
- Industry leadership
- Quick program set up
What is IVR?
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. 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 our 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.
How quickly can Confero get a program set up?
Most programs can be set up within 2 weeks, once we know your requirements and receive your information about the locations to be visited.
Who at Confero would handle my program?
An experienced Client Services Manager (CSM) is assigned to each client program. This assures a single point of contact for each client. CSMs work with our development, scheduling, and quality review teams to ensure smooth execution of all client programs.
How will the results be reported?
Results are reported on Confero’s COMPASS system. Confero COMPASS offers 24/7 reporting from any web connection, with multiple layers of access, with full trending, and analysis reporting. Individual mystery shop reports may be sent to clients via email notice or as pdf attachments or clients may simply elect to log into the system to see all reports.
Does Confero have experience in my industry?
Specific experience includes retail, automotive, banking, and restaurants. After more than 22 years in business, chances are we have shopped units similar to yours or have conducted a program with similar requirements.
Where does Confero have mystery shoppers?
Mystery shoppers are available in all 50 United States, Canada, Guam, Puerto Rico, and Japan. Please note that mystery shopping in Nevada must be conducted under the auspices of a license private investigator. Confero maintains a relationship with a Nevada-approved PI firm for the purpose of conducting mystery shops legally in that state.
Who are the mystery shoppers?
Confero’s mystery shopper base is also diverse. Mystery shoppers are independent contractors, most of who are employed full-time elsewhere in fields ranging from accounting to zoology. Confero mystery shoppers report on observable behaviors and conditions. Because they remain anonymous, they provide very candid feedback. They are not employees of Confero and are not obligated to accept Confero mystery shopping assignments. This leads to willing participation and reduced bias.