Author: Ruth Logsdon

Featuring veteran mystery shopper Laura Ricketts Mystery shopping has changed dramatically since Confero began in 1986. Technology has made assignments faster to find, easier to document and simpler to submit. At the same time, the people, relationships and shared experiences behind the work have shaped the industry just as much as the tools. As Confero […]

Forty years of customer experience research show how technology, major events and changing expectations have transformed how customers interact with businesses—while the need to serve them well remains constant.

The history of mystery shopping spans changing technology, expanding opportunities and new ways of reporting what customers experience. For 40 years, mystery shoppers have helped businesses understand those real experiences. Technology has changed. Assignment types have expanded. Reports are submitted faster than ever before. Yet the foundation of customer experience research has remained remarkably consistent: […]

Forty years of customer experience research have shown that effective programs evolve with businesses, customers, technology and the questions leaders need answered.

With thanks to Kathy, Shirley, Nycole and Carlton for sharing the assignments, experiences and practical benefits that keep mystery shopping interesting. Ask experienced mystery shoppers why they continue accepting assignments, and you’ll hear a variety of answers. Extra income certainly matters. But during ShopperFest 2026 and through our Shopper Insight Panel, shoppers also talked about […]