Senior-living advisor comparing competitor pricing and incentives—retirement community competitive analysis case study, Confero.

Online Surveys Lead Improvements – Fast Casual Chain | Confero

Details from a fast casual restaurant chain improves with customer feedback with a real-time survey system.

The Challenge

A fast casual restaurant chain needed a better way to capture and act on customer feedback—not days later, but as it happens.

Pain points:

  • Make it easy for dine-in guests to share feedback
  • Track performance consistently across 50+ U.S. locations
  • Ensure managers can act quickly on service, cleanliness, thanking, and food-quality issues

The company needed a proactive system with real-time insight—not another inbox of hard-to-sort comments.

The Objective


Partner with Confero to:

  • Run competitive phone mystery shops across multiple regions
  • Capture service menus, pricing, and incentives from rival communities
  • Produce comparable views over time to guide pricing & marketing
  • Deliver insights robust enough to influence sales strategy with confidence
     

Our Approach

Confero delivered a multi-year (2019–2024) competitive analysis program:

  • Phone Mystery Shops: Targeted calls to competitor communities covering assisted living, skilled nursing, memory care, and independent living
  • Scenario-Based Conversations: Shoppers posed as the adult child of an aging parent to create realistic, consultative interactions
  • Information Confirmation: Shoppers requested brochures/follow-up emails to validate details gathered on calls
  • Expert Shoppers: Top-rated contractors trained with step-by-step instructions and a sample recorded call for reference
  • Regional Tailoring: Call scripts and data capture aligned to local market realities
  • White-Glove Support: A dedicated client services manager handled clarifications and coordinated any needed follow-up calls

The Results

  • Reliable Data, Region by Region: Clear comparisons of pricing, incentives, and care levels
  • Strategic Adjustments: Sales and marketing teams made confident pricing and offer moves
  • Benchmarking Over Time: 2019–2024 tracking created a competitive trendline for leadership
  • Sales Enablement: Frontline teams used the findings to position value with prospective residents and families
     

The Success

With carefully designed and validated phone shops, the developer gained a clear competitive edge. Leadership could benchmark, adapt, and strengthen the value proposition—helping families choose with confidence and keeping the organization ahead in a dynamic market.

Key Takeaway

Confero helps retirement communities and senior-living providers see the competitive field clearly. Scenario-driven phone shops, verified data collection, and actionable reporting power better pricing, stronger sales positioning, and smarter marketing.

Discover other customer experience services that Confero provides businesses.

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