Tag: customer service

  • Case Studies Show Unexpected Mystery Shopping Benefits

    September 20, 2011

    Companies can realize unanticipated rewards when they change their approach to how shoppers gather the information or add mystery shop sections. As the examples below illustrate, the rewards may include improved safety measures and even the discovery of website pitfalls, to name two.

    For an automotive client, adding non customer service questions to the mystery shopper survey resulted in valuable data and potential savings in safety-related areas for the company.  The company consulted with other departments to gain ideas on areas that mystery shoppers should assess at their locations. In response, Confero added several safety-related questions to the survey.  Following the visits with the added survey questions, management was able to quickly view mystery shop results through a secure web-based reporting system, including the information about safety procedures. The results: fast data on safety deficiencies at certain locations as well as decreased number of accidents, due to the increased accountability that the mystery shop program created. You can view other stories on our Automotive Mystery Shopping and Customer Experience Research Case Studies page.

  • On-the-Spot Rewards Shops are Rewarding

    September 16, 2011

    Confero, Inc. would like to send a big thank you out to all of the mystery shoppers who helped us complete thousands of on-the-spot rewards shops this summer!  Mystery shoppers conducted these shops at amusement parks, movie theaters, casual dining restaurants, fast-food restaurants, and airports.

    We got a lot of great feedback from our mystery shoppers about conducting this type of mystery shop.  If you have had reservations about trying a prize reveal shop, see what other mystery shoppers have said:

    “It felt great to be able to award the successful cashier with the gift card.  The cashier told me that he had been working for this company for sixteen years and it was nice to know he is appreciated.” – Kelly M., California

  • How to Calculate ROI for Mystery Shopping

    August 30, 2011

    As 2012 budget time approaches, companies have one priority when choosing what items to include in their budgets:  ROI.  Now, more than ever, companies are assessing carefully how every service that they use contributes to ROI. Many service providers claim their offerings tie directly into ROI; however, they don’t clearly outline the numbers.  

    Managers need hard numbers to justify purchases, and mystery shopping services are no exception.  Whether a company has been using a mystery shopping program for a long time, or is considering one for the first time, estimating ROI can help weigh the costs vs. the benefits of the program.

  • What Happens When Employee Dress Does Not Mirror Your Brand?

    August 30, 2011

    No manager wants to be in this situation: An employee arrives at work wearing something that does not fit with the company dress code.  When this happens, usually the manager talks to the employee about what not to wear to work.  Whether the inappropriate clothes are flip flops or short shorts, the conversation is necessary because most managers acknowledge that employee appearances go hand in hand with a positive brand.

    Employees are your brand, regardless of whether front line associates interact with loan customers, restaurant diners or car owners.   Employee appearances matter because they impact customer experience.  Within the retail environment, uniforms and consistent dress codes allow customers to easily identify the employees who can assist them.  Formal business attire can inspire confidence within banking, financial service and automotive sales environments.

  • Employee Incentive and Rewards Ideas

    July 28, 2011

    Our experience in employee recognition and on-the-spot rewards in different industries has opened our eyes to the creative ideas introduced by our clients and our client services team. 

    This idea is one of our favorites. The Raleigh-Durham Airport Authority (RDUAA), a long time client, honors associates who score 100% on the mystery shops Confero conducts at the RDU airport. The airport authority changes the gift over time and tracks which employee receives which item, so that the award item is always fresh and