Mystery Shopping and Customer Experience Research Case Studies

Compliance: Are all Your Customer Service Reps Answering Inquiries with Correct Information?

Our client operated a large customer service center and maintained responsibility for responding to thousands of calls and email inquiries each day. Our client was concerned about the consistency of email responses to customers. In particular, the client was interested in knowing whether email inquiries about the same issue were responded to with the same information.

Confero devised a program that allowed mystery shoppers to anonymously make inquiries without using their personal email accounts. The shoppers asked a series of pre-determined questions, provided by our client, and then made note of how long it took to receive a reply. When the response was received, the mystery shoppers also captured word for word details in the email responses by uploading them into our Compass reporting system. We granted online access to these raw reports to our client, whose team reviewed the responses for technical accuracy and then assigned an accuracy rating to the reply. This allowed our client’s management to evaluate the timeliness, consistency and professionalism of staff email communications. Confero delivered this information quickly via our Compass online reporting system, so that management was able to make adjustments as needed in this important communications area of their organization.