Performance Consulting

After executing mystery shops, interpreting survey data, reviewing reports and working closely with our clients, our staff starts to live and breathe our clients’ brands. Hard data, anecdotal knowledge and information about our clients’ strategies combine to provide a unique opportunity.

We offer no boilerplate solutions here; just the experience and availability for next-level services. Some examples of how clients have put our unique experience to use include:

  • Following a successful test program for mystery shopping and after conclusions had been reached that measuring key behaviors does drive performance, a Fortune 100 client wanted to implement a bonus/reward system for employees meeting specific behavioral targets. Confero worked with our client’s Human Resources team to build a interface between the mystery shop data and HR records, allowing for employee bonuses to be calculated, “grossed up” and included on the next paycheck while meeting all payroll tax reporting requirements.
  • A national foodservice firm wanted to compare results from mystery shops with results from field rep visits to their units. Confero devised a reporting system to allow for both data sets to be captured and displayed side by side.
  • A regional bank contacted us about educating their managers on the mystery shopping and customer service process. We developed a program for shop program feedback, conducted a series of live meetings and webinars, and then rolled out the program.
  • After successfully conducting mystery shops for a regional shopping center management company, Confero was asked to send a representative to each shopping center for their annual meetings. At this meeting, our Confero staffer offered a keynote about customer service and program results. These were festive, high-energy occasions which boosted morale for all, including our Confero staff.

As we enter our sixth year with Confero, I wanted to thank you for continuing to help us identify opportunities to serve our customers better. As we grow, we will continue to rely on Confero to provide us with the customer experience information we need to make good management decisions. Your service has a real impact on our bank's performance in the branches!

--Top 20 Regional Bank