Knowledge

Mystery Shopping Program Guide: Food and Beverage-Restaurant [Infographic]

Jan 29, 2015 by Confero Inc.

Need a quick guide to ensure a mystery shop program is on track or to initiate a second type of program for your company? We know the details can be overwhelming, so we developed an agenda of items to consider. Items vary by type of shop (onsite, phone, competitor, etc.) and by industry (restaurant, retail automotive, banking, call center, etc.). 

 

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Recharge your Mystery Shopping Program!

Jan 29, 2015 by Confero Inc.

It's not too late to recalibrate for 2015!

January 1st has come and gone, but it's not too late to assess where you are and where you need to be for 2015.  Here's a checklist of things to double check to ensure mystery shoppers are reporting on the way you will operate your business in 2015. 

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Telephone Mystery Shopping: Four Reasons Why using a Call Center May Not Work

Nov 30, 2012 by Confero Inc.

Do you ever wonder about the best way to employ telephone mystery shopping? Should a call center place the calls, or should a variety of callers phone your locations? Companies who use traditional call centers to conduct telephone mystery shops may feel that quicker results and smaller fees prevail. Before you consider this strategy, think about the following pitfalls:

  1. Calls across the Board: Call center employees may make dozens of calls each day to many locations. When employees place many calls over a short time period, they may begin to sound scripted. The calls sometimes sound just like call center calls. With

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Mixed Messages and Mixed Research: Mystery Shops, Customer Surveys and Social Media

May 31, 2012 by Confero Inc.

On the spot restaurant reviews, customer service remarks, and feedback on wait times. Whatever customers talk about online, managers immediately learn about customer feelings when they monitor social media. While these instantaneous comments are an important part of understanding customer opinions, the feedback is very different from customer experience services such as mystery shops and customer satisfaction surveys.

Casual online comments travel fast, and make a substantial impact on potential customer buying decisions as well as employee morale. Onsite and telephone mystery shopping results help companies reward employees for positive sales behaviors and fine tune training efforts. Customer opinions through web or mobile surveys provide honest input about employees and services. With these differences in mind, and the added complexity of random online comments, many companies wonder how all three types of research fit together.

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Top 10 Mystery Shopping Uses

May 31, 2012 by Confero Inc.

Last year, we wrote a well-received article about 25 business types for mystery shopping programs, drawing from our years of experience with a variety of clients in many industries. From convenience stores to upscale retailers to restaurants and medical practices, mystery shopping reports go a long way toward revealing how well employees interact with customers on a daily basis.

So, how do our clients use mystery shopping? Mostly, mystery shopping is used to find out about those things customers won’t tell you in surveys or social media comments, or issues you can't discover by asking customers. If our client has a customer service delivery process or set of procedures in place for fulfilling a brand promise in front of a consumer customer, chances are the process can by mystery shopped.

We’ve compiled our top ten list of mystery shopping uses here.

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