A government organization approached Confero with an important compliance need. They wanted to learn if associates at post-secondary schools used appropriate language when talking with students about topics such as graduation rates, incomes for possible jobs after earning a degree, and promises about financial aid. Were employees stating things accurately and within the law?
Confero helped the organization by arranging visit and phone call mystery shops. The organization provided different personas for the shoppers to use, so that the scenarios would include a mix of different schooling needs situations. The mystery shoppers posed as potential students and asked questions about the programs, and then reported on what they were told. The company used the information to understand how employees at post-secondary institutions conveyed information and to learn if what they said was within the legal guidelines.