Tag: mystery shop

Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience.  With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.

Confero’s 25 years in the customer experience research field has allowed us to interact with various industries over the years.  With our experience in so many diverse industries, we apply knowledge to new projects in unique ways.  Here’s a list of 25 types of businesses that Confero has worked with over the decades, by providing them with services including onsite, telephone-recorded and email mystery shops, competitive pricing studies, retail audits, brand representation at retail, and customer satisfaction surveys:

Mystery shop results help you understand, in detail, how your locations perform in terms of appearance, timeliness, and customer engagement through greeting, customer service and sales behaviors, product knowledge, friendliness and other factors.   The results also provide invaluable information through mystery shopper comments. Open-ended comments reflect mystery shopper observations about what they saw and heard during the mystery shop visit.  They include details that explain a low-scored area or in-depth comments on overall impressions about the visit.
 

Sometimes the simplest task is the hardest to do. Through our decades of experience and knowledge measuring the customer experience, five key areas stand out when thinking about areas employees frequently miss. These five may seem simple, but they can be difficult to execute consistently across an organization. Consider these areas within your own organization to see if your company is where it should be:

Gathering competitive business intelligence is an important step in retaining and gaining new customers. To help businesses get the information they need, Confero often executes competitor studies on a large scale and over a considerable length of time. However, there are ways for individual stores to conduct competitive analysis locally and effectively. One way is to use your existing employees as mystery shoppers. Here are simple steps to put a competitor evaluation plan into action: