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Ever been asked to “give us a 10” on a customer survey?

It might seem harmless — but it’s actually a textbook case of Goodhart’s Law: When a measure becomes a target, it stops being a good measure.

When employees coach customers on how to answer surveys, the data stops reflecting reality. Real service gaps get hidden, trust is lost, and leaders miss the insights they need to improve.

If your business relies on survey scores, this is a must-read. The numbers might look good, but what’s really happening with your customers?

#MysteryShopping #CustomerExperience #CXResearch #GoodhartsLaw #CustomerFeedback #CX

Every digital interaction—from websites to kiosks to delivery apps—is a form of customer service. But tech alone isn’t enough. It must be supported by empathetic human intervention, seamless processes, and integrated third-party systems. 

Curious how this plays out across your customer journey? Read our latest post and discover how we test and perfect the human‑tech balance. 

A day in the life of a mystery shopping scheduler, shares Robin Upchurch’s personal experience on how mystery shoppers are  assigned shops, supported and appreciated. Thank you, Robin for sharing! Behind the Scenes with Robin: A Day in the Life of a Mystery Shopping Scheduler by Robin Upchurch When people think of mystery shopping, they […]

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be. 

Customer experience measurement programs are not just nice to have; they need to show a return in terms of dollars. Confero shares a helpful calculator to do just that.

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