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.

Alcohol and Tobacco Sales: Compliance with ID Laws In many cases, your business success may need to occur within a very regulated industry. Even with employee training, how do you evaluate if their every day customer interactions follow your training and the law? Each state and, even, each county can have differing laws pertaining to […]

When Competition is Fierce, How Do You Incentivize Short Term Employees to Give Top Level Service? Confero partnered with a US amusement park in the development an exciting mystery shopping program to motivate employees. The park needed a way to engage and motivate the employees when greeting, offering an upsell and thanking the guests. Confero’s […]

Redesigning Airport Parking Breakthroughs = Goal Parking revenue growth is essential to this airport’s viability. Parking is its largest non-aeronautical revenue source. The airport needed to better understand travelers’ parking preferences to maximize usage and revenue from its spaces across 3 locations. An ongoing customer satisfaction survey, along with customer-provided information inside the airport’s customer […]

Over the years, Confero has partnered with a law firm to gather details on phone calls between associates and potential clients. Prospective clients begin with a phone call to the firm, making it a crucial evaluation point. It is exceptionally important to know that intake staff at law office – are employees following standards? If […]

Are the Correct Details Being Shared Over the Phone? A medical device manufacturer approached Confero about filling in the blanks on an important element of the company’s sales process. Essentially, they wanted to know are communications with healthcare services clear? Are the appropriate details being communicated well to prospective patients. This manufacturer needed details on […]

Pre-appointment Doctor Office Service Evaluations Needed When you run a medical practice, appointment setting at the doctors’ offices, wait times and friendliness are a vital part of your business model. A group of busy doctors’ offices wanted details on how associates sounded on the phone when setting appointments. Did they make the new patient feel welcome? […]

Physician Referrals and Patient Service Evaluation Needed Confero partnered with a New York hospital to gather information on it’s referral call center. How were call center associates in the referral call center meeting the hospital’s benchmarks? Evaluating the hospital’s physician referrals and patient service level was the goal. They hospital wanted to know if call […]

Competitive Analysis on Competing Brokerage Services? Confero was approached to provide head to head competitive shop analysis for a brokerage services firm. A national online brokerage firm was interested in comparing their customer service to their competitor’s service levels. In particular, they wanted to compare their telephone hold times, account servicing and selling skills with […]

How Would You Evaluate Bank Branches for Cross Selling & Referrals? If you had a bank, how would you evaluate your employees’ customer service? Especially, if you are interested in specific behaviors or customer service questions, how do you determine what your employees are saying to customers? Cross selling and referrals can be encouraged with […]

New Competitors Gained with Acquisition – How Compete? When a bank merger goes through and suddenly there is a whole new region of business there can be new regional challenges, too. Suddenly, there are new unfamiliar banks that may be your competition, right? Where do you start to evaluate what your competitive advantage is? What […]

Did You Know that Telephone Mystery Shopping can have Incentives & Rewards on a Budget? An automotive client recently approached Confero for ideas on how to manage reward phone calls to nationwide dealerships. And they had a finite budget for telephone mystery shops and rewards combined. Essentially, they were seeking telephone mystery shopping with incentives and […]

The Benefits of Mystery Shopping Programs May Surprise You! One never knows what may be uncovered with a mystery shop program. One company Confero has worked with for many years found an unexpected benefit – reduced accidents in addition to customer service improvements. Originally, the mystery shop program was designed as a customer service program. […]

How Do You Check the Information Shared at Point of Purchase on at a Car Dealership? Confero was called to assist in testing the test at point of purchase and sales support for new products. An automaker had partnered with a credit card issuer. Certain dealerships were testing the new program and they were experiencing […]

Education Compliance Checks Were Needed – What are Employees saying? An online education services provider was interested in what associates told prospective students. Education compliance checks were needed- What are employees saying? Of particular interest was when prospective students inquired about online courses. Financial aid, types of jobs following education and transfer of credits can […]

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

Can Confero assist Private Schools in Evaluating Associate Follow-up and Sales Skills? An educational firm needed information on associate interactions with parents of potential students. How well did employees handle email, phone and visit inquiries from interested parents? Follow-up was a key concern. Were the associates losing sales due to lack of consistent follow up? […]

In military stores, how do you evaluate associate product knowledge and handling returns? Confero can help. Research Target Acquired A military organization needed help with keeping tabs on customer service and conditions at its military base stores. Do store employees greet customers? When interacting with customers, do associates suggest add-on items? How does the staff […]

Did you know that customer experience research companies can assist with compliance investigations? How do you know your employees are working as you trained them? On education phone calls, is what they’re saying legal? The risk is yours … not the employee’s right? Concern Shared A government organization approached Confero with an important compliance need. […]

Does the Community Enhance Visitor Experience? How would a tourism company research if the community enhances visitor experience in a particular area? This tourism organization approached Confero with a concern. They worried that employees at the area’s restaurants, stores, lodging, and attractions were not suggesting other things to do in the area when asked by […]

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

A fast casual restaurant chain desired customer improved feedback system. An enhanced system which they could easily access in order to drive improvements quickly at its restaurants. Online surveys can lead to improvements when information is shared well. After all, that’s their goal. Clearly Defined Goals Their goal was specific feedback in the areas of […]

How does a retirement communities’s offerings stack up against competitors? Confero’s competitive analysis via phone shops show opportunities and challenges. Challenge: A leading developer of retirement communities, offering independent living, assisted living, memory care, and skilled nursing services, wanted to understand how their offerings stacked up against competitors. They sought to determine if pricing for […]

Product Launch with Product Placement Checks Challenge: A leading international beverage company and airport food service provider were launching a promotion for a new refillable water bottle. To drive sales at airport restaurants and bars, key promotional tactics included server suggestions, placement of bottles on tables, and in coolers (where available). The company needed to […]

Getting customer feedback is helpful for businesses, right? Yes, when those customer comments and reviews can be acted on and solutions found. Managing feedback can be a challenge across franchises with many systems. Confero helped a large nationwide sandwich chain navigate their feedback challenges successfully. Challenge: A large, nationwide sandwich chain sought an efficient method […]

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