Category: Customer Experience

We are working hard to help our clients adapt to the many changes the COVID 19 pandemic have brought to doing business.

Customers’ concerns about health and safety have changed their expectations – at least in the short term and perhaps, forever.

Our clients have found it challenging to launch new protocols 

Did you know that you can add a question to your existing mystery shopping survey to collect information on Net Promoter ®? 

The Net Promoter Score is a powerful marketing metric that measures whether customers are likely to recommend your services to others.

It’s an excellent indicator of future revenue growth. The metric is 

Organizations evolve. Operations change. And, over time, the criteria and focus of your mystery shopping program should be double checked to make sure it's still on target. This checklist includes considerations for rethinking your mystery shopping program. 

Confero  announced that Elaine Buxton, president and CEO, was recently interviewed for the Ratchet and Wrench article,“Acquiring Customer Feedback.”   In the article, Elaine elaborates on nine important points for implementing of a mystery shopping program.  She explains how factors such as benchmarking, conducting mystery shops regularly and announcing the result all help create a mystery […]