Confero’s Story: Evolving Customer Experience Research for Modern Brands
For nearly four decades, Confero has helped brands understand what their customers experience—and what to do with that information.
While the tools and channels have changed since our founding in 1986, our purpose has remained constant:
deliver clear, actionable insights that help companies improve service, strengthen operations, and build their business with confidence.
Built on Listening: Understanding Customer Experience in Real Time
Confero began with a simple premise:
To improve service, companies must know what customers actually encounter—not what they hope happens.
From early mystery shops and telephone evaluations to today’s multi-channel customer experience programs, we’ve consistently expanded our offerings to meet clients’ changing needs.
Today’s customer experience landscape requires more than a single snapshot.
Brands need:
-
accurate data across locations
-
consistent measurement over time
-
insight into digital and in-person interactions
-
compliance verification
-
and clear reporting that drives action
Confero delivers all of this through flexible customer experience research programs designed around how businesses operate today.
Evolving With Our Clients’ Needs
Over time, our clients’ challenges have evolved—and so have our solutions.
We now support brands with a fully modern research suite, including:
-
mystery shopping (in-person, online & telephone)
-
compliance audits
-
customer satisfaction surveys
-
social media monitoring
-
digital experience evaluations
-
competitive studies
-
incentives and employee motivation programs
-
and data aggregation/reporting dashboards
Every service we offer is built with one goal:
give clients the insights they need to improve performance and support business growth.
Clear Insights. Practical Recommendations. Meaningful Results.
Executives don’t need more data—they need clarity.
They need to know:
-
what’s working
-
what needs improvement
-
which locations are performing
-
where compliance risks exist
-
where training gaps occur
-
and what actions will move the needle
Confero excels at turning customer experience research into actionable direction for regional managers, district leaders, and corporate decision-makers.
Our long-term clients stay with us because our programs:
-
identify service gaps early
-
support coaching and training
-
provide measurable results
-
reduce compliance risks
-
and help create consistent customer experiences across all locations
Where We’ve Been Strengthens Where We’re Going
Our history as a second-generation, women-led company built on referrals and relationships shapes how we serve clients today.
But we’re not defined by where we started.
We’re defined by how we continue to adapt, innovate, and support brands across industries.
As customer expectations evolve, so do our tools, methodologies, and technologies.
We’re committed to offering research programs that stay ahead of shifting consumer behaviors, emerging digital channels, and regulatory changes.
Recognition for Ethical and Trustworthy Business Practices
We’re proud to have earned the Better Business Bureau’s Torch Award for Marketplace Ethics.
This recognition highlights our long-standing commitment to transparency, integrity, and responsible business conduct — values that guide how we collaborate with clients and support our nationwide shopper/auditor network.
This award doesn’t just reflect where we’ve been — it reinforces the principles we carry forward as we continue to grow and evolve.
Our Commitment Moving Forward
As we look ahead, our focus remains clear:
-
Deliver insights that strengthen brands
-
Equip leaders with actionable information
-
Support multi-location consistency
-
Ensure compliance across teams and regions
-
Help businesses grow through better customer experience
Whether a company has 10 locations or several thousand, we design programs that help them understand—and improve—the experience they deliver every day.
This is the core of who we are and who we continue to become.
Turn Customer Experience Insights Into Real Business Impact
Discover how customized research, mystery shopping, and compliance audits can help your brand improve service, reduce risk, and support consistent performance.
See How We Help Brands Grow →
