Tag: secret shopping

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be. 

1. Making it Difficult for Customers to Contact You:  Many companies have “contact us” email forms on their websites, and for some, this is the only manner in which customers may easily contact them.  Companies frequently desire to measure how easy it for customers to locate contact information on their website.  As an example, one of our clients discovered that it was difficult for mystery shoppers to simply search for a company location nearest them. Online mystery assessments uncover areas critical to a customer’s ability to find and contact you.
    

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:

Our mystery shoppers may have noticed that over the past year, Confero has seen a big increase in clients requesting audits of their location.  Audits are usually used by large companies or corporations with multiple locations, often nationwide. Audits provide a simple way for companies to manage the image they are presenting to customers in all their locations. 

Audits usually require auditors to visit the assigned location and do any of the following items:

1. Take an inventory of particular products.  Companies want to ensure that their shelves are properly stocked at all times.  And sometimes, they are auditing their competitors, so they want to be able to compare what their competitors have in stock.  In a recent program, one of our clients had auditors visit grocery stores to take inventory particular brands of products.  They wanted to know how much shelf space was designated for their product, as well as their competitors.

Are you a New Confero Mystery Shopper? Welcome!   Here are a few ideas to get your new mystery shopping side gig off to a great success. Have fun and help businesses in your area improve while getting paid to evaluate them! What are the first steps to success as a Confero mystery shopper?   […]