Case Studies

Originally published in 2020, updated in 2025 The Challenge A leading fast-casual restaurant brand struggled with inconsistent execution of point-of-purchase (POP) displays across hundreds of locations. Key pain points included: Promotional materials displayed inconsistently or not at all. Uncertainty about which displays actually influenced customers. Missed opportunities to maximize visibility and upsell promotions at scale. […]

Discover how a nationwide QSR and beverage brand boosted soda fountain sales 36% with Confero’s mystery shopping and rewards program.

See how a national restaurant chain boosted menu rollout success with Confero’s contest-based mystery shopping and evaluation program.

How a regional grocery chain cut checkout delays with Confero’s mystery shopping—baseline data, root causes, and actions that boosted loyalty.

How Confero audited 2,000+ stores in 3 days—verifying rebranded POP and gift cards so a national campaign launched on time.

A major convenience store chain partnered with Confero to evaluate ID-law compliance for alcohol and tobacco sales. Using under-30 mystery shoppers, Confero captured real employee behaviors and provided immediate reinforcement. Results showed higher compliance, reduced risk, and stronger protection for the business.

Seasonal teams improved greet, upsell, and thank-you behaviors with Confero’s recognition-driven program—lifting performance to 86.4%.

How a U.S. airport used traveler research to redesign parking, add pre-booking, unify branding, and grow non-aeronautical revenue.

Mystery calling with scenarios and recordings helped a law firm improve intake professionalism, standards compliance, and coaching at scale.

A medical device manufacturer partnered with Confero to assess how clearly physician offices communicated product information during patient phone inquiries. Mystery shopping revealed major gaps, including a lack of consultation invitations and unclear device explanations, guiding improvements in training and patient communication strategy.

A group of doctors’ offices partnered with Confero to evaluate appointment-setting behaviors, friendliness, tone, and wait-time communication. Using recorded telephone mystery shops customized by practice type, leadership identified gaps, retrained associates, and strengthened patient experience from the very first call.

A New York hospital partnered with Confero to evaluate physician referral accuracy and patient service in its call center. Using medical condition scenarios, Confero assessed greeting, helpfulness, courtesy, and referral order. Findings confirmed fairness among participating doctors and highlighted opportunities to elevate patient experience.

A national brokerage firm needed to compare its service levels against leading competitors. Confero designed a confidential head-to-head mystery shop program using consistent criteria across firms. Early results identified major customer access issues and guided immediate marketing improvements. Competitive benchmarking delivered rapid clarity and actionable insights.

A 300-branch regional bank needed to measure how well tellers applied new cross-selling and referral training. Confero designed a phased mystery shop program, created a rollout strategy, and engineered survey questions that protected scoring consistency. One district achieved a 30% lift in additional product suggestions within one year.

After a major acquisition, a U.S. bank needed to understand how its newly acquired branches compared to local competitors. Confero designed a competitive bank mystery shopping program that revealed service strengths, gaps, and training priorities across new markets, giving leaders a clear roadmap for improvement.

A national automotive brand needed a cost-controlled way to evaluate promotion delivery during phone inquiries — and reward employees on the spot. Confero designed a telephone mystery shopping program with branded incentives, tight budget control, and rapid reporting, helping the client motivate associates and gather reliable insights without exceeding spend.

How a national oil change brand used mystery shopping to improve service, boost safety compliance, and reduce accidents—while cutting costs.

A major automaker partnered with Confero to ensure sales teams accurately presented a new affinity credit card program during vehicle purchases. Through auditor-educators, on-site reviews, and validated messaging, Confero helped strengthen program compliance and improve customer acceptance.

Telephone mystery shops revealed real call content, lifting compliance from 73% to 90% with adaptable standards and targeted training.

Learn how a national food services provider improved campus dining service, quality, and consistency with Confero’s mystery shopping program.

Multi-touch admissions mystery shops revealed post-visit follow-up gaps; a 48-hour standard improved consistency and conversions.

A military organization partnered with Confero to evaluate product knowledge, return handling, and customer interactions in base stores. Through customized programs and detailed evaluations, the organization gained clear insight into associate performance, merchandising quality, and the customer experience across multiple locations.

Multi-touch admissions mystery shops revealed post-visit follow-up gaps; a 48-hour standard improved consistency and conversions.

A tourism org measured staff friendliness and local recommendations across businesses—revealing training needs and lifting the visitor experience.

Discover how a nationwide sandwich chain streamlined customer experience feedback with Confero’s integrated reporting system.

Real-time, receipt-linked surveys and alerts helped a fast casual chain act on guest feedback quickly and improve store-level performance.

Multi-year, scenario-based phone shops benchmarked pricing, incentives, and care levels—driving smarter pricing and sales for a senior-living developer.

Airport mystery shopping exposed placement and upsell gaps, enabling mid-campaign fixes that protected a major product launch.

How a sandwich chain used Confero’s Compass to centralize comment cards, unite surveys with mystery shops, and act on CX faster—chain-wide.

Learn how a 38-branch bank improved service and sales with Confero’s tailored mystery shopping program, raising scores into the 90s.

See how a fast casual chain improved promotional consistency with Confero’s 3,900-location POP audit program.

Branded, on-the-spot gift cards and flexible operations lifted greet/upsell/thank-you behaviors from 26% to 86.4% across U.S./Canada parks.

A financial services company partners with Confero each year to conduct telephone mystery shops for an annual stockbroker comparison study. By using consistent scenarios and skilled phone shoppers, the research delivers reliable insights into customer service, product knowledge, and trends across competing brokerage teams.

A service company partnered with Confero to evaluate recorded calls across three departments. By scoring a statistically valid sample of calls each week, Confero delivered clear insights into friendliness, correctness, and thoroughness—saving managers time while improving coaching, consistency, and customer satisfaction.