Customer Experience Insights That Drive Performance
Customer experience insights from real-world evaluations of customer experience, compliance, and operational execution—helping leaders understand what’s happening at the frontline, why it matters, and how to improve performance and grow revenue.
Customer Experience Research
Understand how customers experience your brand across every touchpoint—and uncover what drives satisfaction, loyalty, and growth.
How to Keep Your Mystery Shopping Program Effective Over Time | Confero
What are some helpful tips to keep your mystery shopping program fresh? Also, why should you care to keep your mystery shopper program refreshed? Questions to Consider as You Consider Your Next Round of Confero Mystery Shop Business Evaluation: Customer expectations, operational processes, and service channels evolve over time. Mystery shopping programs should evolve as…
Designing an Effective Mystery Shopping Pilot Program | Confero
Some organizations choose to begin anonymously to establish a true operational baseline before employees know measurement is occurring. Want to test the waters before entering into a full-scale customer experience measurement program? A mystery shop pilot lets you do this. Prior to beginning an operational assessment program narrow down what your team wants to accomplish and…
Third Party Delivery and Mystery Shops | Confero
Third-party delivery platforms such as DoorDash and Uber Eats help restaurants expand convenience for existing guests while also reaching new customers through mobile ordering and delivery options. As third-party delivery becomes a larger part of restaurant operations, measuring the delivery experience is just as important as evaluating dine-in, drive-thru, or takeout service. For restaurants starting…
Mystery Shopping
Evaluate real-world interactions to see how your teams perform when it matters most—revealing gaps between expectations and execution.
How to Keep Your Mystery Shopping Program Effective Over Time | Confero
What are some helpful tips to keep your mystery shopping program fresh? Also, why should you care to keep your mystery shopper program refreshed? Questions to Consider as You Consider Your Next Round of Confero Mystery Shop Business Evaluation: Customer expectations, operational processes, and service channels evolve over time. Mystery shopping programs should evolve as…
Designing an Effective Mystery Shopping Pilot Program | Confero
Some organizations choose to begin anonymously to establish a true operational baseline before employees know measurement is occurring. Want to test the waters before entering into a full-scale customer experience measurement program? A mystery shop pilot lets you do this. Prior to beginning an operational assessment program narrow down what your team wants to accomplish and…
Third Party Delivery and Mystery Shops | Confero
Third-party delivery platforms such as DoorDash and Uber Eats help restaurants expand convenience for existing guests while also reaching new customers through mobile ordering and delivery options. As third-party delivery becomes a larger part of restaurant operations, measuring the delivery experience is just as important as evaluating dine-in, drive-thru, or takeout service. For restaurants starting…
Compliance & Risk
Verify that standards, policies, and regulations are followed consistently—reducing risk and protecting your brand.
Social Media Monitoring for Customer Experience | Confero
For most consumers, the buying process begins and ends with online reviews, yet many companies don’t have resources to monitor online reviews and reply to them quickly. When online reviews go unnoticed, your company may miss valuable opportunities for customer service and operational improvements. What’s more, online profiles for your company’s locations may contain incorrect…
Why Coaching Customer Survey Responses Hurts Results | Confero
As a national mystery shopping company, we know that measurement is critical for improving customer experience. Mystery shopping, post-visit surveys, and other customer feedback programs give businesses valuable insight into how well they are meeting expectations, whether they operate nationwide or in a specific region. But when the measure becomes the goal, the process breaks…
Employee Incentive Programs: 5 Ways to Improve Results | Confero
Over the years, we’ve learned a few things about mystery shops with prizes, including how to make the biggest impact with your team. Now that businesses have reopened after the Covid-19 crisis, getting the most from your customer experience measurement budget is more critical than ever, and that means spending funds on prizes that will…
Latest Insights
How to Keep Your Mystery Shopping Program Effective Over Time | Confero
What are some helpful tips to keep your mystery shopping program fresh? Also, why should you care to keep your mystery shopper program refreshed? Questions to Consider as You Consider Your Next Round of Confero Mystery Shop Business Evaluation: Customer expectations, operational processes, and service channels evolve over time. Mystery shopping programs should evolve as…
Designing an Effective Mystery Shopping Pilot Program | Confero
Some organizations choose to begin anonymously to establish a true operational baseline before employees know measurement is occurring. Want to test the waters before entering into a full-scale customer experience measurement program? A mystery shop pilot lets you do this. Prior to beginning an operational assessment program narrow down what your team wants to accomplish and…
Third Party Delivery and Mystery Shops | Confero
Third-party delivery platforms such as DoorDash and Uber Eats help restaurants expand convenience for existing guests while also reaching new customers through mobile ordering and delivery options. As third-party delivery becomes a larger part of restaurant operations, measuring the delivery experience is just as important as evaluating dine-in, drive-thru, or takeout service. For restaurants starting…
Social Media Monitoring for Customer Experience | Confero
For most consumers, the buying process begins and ends with online reviews, yet many companies don’t have resources to monitor online reviews and reply to them quickly. When online reviews go unnoticed, your company may miss valuable opportunities for customer service and operational improvements. What’s more, online profiles for your company’s locations may contain incorrect…
Increase Business Opportunities with Telephone Mystery Shops | Confero
Spending time on hold is aggravating, and a recent study revealed just how customers feel. From a survey done by Acena, over half of the callers reported that being placed on hold for even 1 minute was too long, and 1/3 of people believe that calls to customer service representatives should be handled immediately. According…
When Your Technology Becomes Customer Service | Confero
Every digital touchpoint—such as a website, app, chatbot, kiosk, or delivery platform—is an extension of customer service. Even without face-to-face contact, these interactions profoundly shape how customers perceive the brand. Each interaction carries the possibility of delight or frustration. Automation Should Empower, Not Replace Customer experience expert Shep Hyken, in his Forbes article “Outdated Technology…
Explore the latest customer experience insights across mystery shopping, compliance, and operational performance—designed to help organizations improve execution and drive measurable results.
See How These Insights Translate Into Real-World Results
Explore case studies showing how organizations use customer experience research to improve performance, strengthen compliance, and drive measurable results.
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