Confero provides telephone mystery shops yearly for an annual stockbroker comparison study. This competitive intelligence research benefits stockbrokers annually.
Background:
A financial services company approached Confero to conduct phone calls for an annual study that compares the customer service and knowledge of different stockbroker teams.
Challenge:
The company wanted anonymous calls from individuals who sounded like typical prospective customers inquiring about investment services. They also required each caller to follow the exact same scenario to ensure consistent comparisons for this important research study. Carefully designing this customer research study to maximize the usefulness of information gathered. Helping consumers compare stockbrokers across various factors, ultimately assisting them in making an informed choice was the study’s goal.
Solution:
Confero carefully selects highly rated phone shoppers. Then, they to made unrecorded calls to the companies. Thoroughly vetting shopper was paramount. Some topics were more complex, requiring a basic understanding of investing. Then, ten different stockbrokers were contacted. Each one receiving calls based on 10 distinct scenarios. These scenarios included inquiries about 401K rollovers, options trading, and setting up new accounts.
Results:
Through precise shopper selection and thorough review of each shop, Confero ensures high quality customer research. Each year in a timely manner, high-quality telephone mystery shop research was consistently provided to our client. Downloading shop results into Excel, thus allowing the company to integrate them with other research included in the study.
With Confero’s mystery shop contractors, ten different stockbrokers were contacted with various inquiries to evaluate customer service. It was very useful to compare service offerings and staff knowledge between them. Additionally, the results showed valuable insights and trends over time.
Annually, Confero’s competitive intelligence research benefited stockbrokers to both reward and to coach employees.
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