Tag: mystery shopping

Inc. Magazine recently interviewed Elaine Buxton, Confero CEO of Confero and other industry experts in a piece on how to set up a mystery shopping program. 

Many organizations train employees to use a step-by-step method for problem resolution. This is an effective way to ensure that employees handle customer issues according to company standards and prevent customers from leaving.  

Contributed by mystery shopper Jennifer X

Mystery shoppers must remember all sorts of client-required details to fill out their reports. With pages of questions to answer and narratives to write, mystery shoppers can use all the help they can get recreating their experience.

There’s an app for that! Shoppers who have invested in Smartphone technology are at least one step ahead. There are apps to take notes, pictures, videos or audio recordings. Most voice recorders have time stamps, so coughing at the beginning and end of your shop can help determine how long it took. Don’t have a Smartphone? Can you text yourself? How about just calling your voicemail; you can leave your cell phone on during your shop and you’ll have a full account when you get home.

Confero Data Services Manager, Paul Jacobi, Account Executive Rob Barry, and President, Elaine Buxton recently attended the Mystery Shopping Providers Association (MSPA) North America Annual Conference held September 21-23 in Chicago, Illinois.

The fact that customers don't like to wait is no surprise, especially in a digital era when consumers access many services immediately and on demand. A recent study showed that 69% of those surveyed said that they had to wait for an appointment with a service or utility provider, or some other type of delivery.