Research programs using trained evaluators to measure customer experience, operational standards, and service quality during real customer interactions.
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…
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 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…
Actionable customer experience data reveals how customers are actually experiencing a brand and how well teams deliver on that promise. It reveals how customers are actually experiencing a brand – and how well teams are delivering on the promise made to them. When used well, this insight does more than measure performance. It guides decisions,…
Businesses today are not suffering from a lack of information. In fact, many leaders feel the opposite pressure. Data flows in from customer surveys, operational dashboards, online reviews, and internal reporting systems. As Confero CEO Elaine Buxton explains: “In most organizations today, the challenge isn’t a lack of information — it’s the ongoing tsunami of…
Introduction: More Than Just a Survey CuCustomer experience research (often shortened to CX research) is the discipline of systematically measuring, analyzing, and improving how customers interact with a business across every channel. It’s not simply a survey or a customer satisfaction score. For C-suite executives and procurement officers, CX research is a way to: Since…
A forward-thinking perspective for leaders who rely on customer experience insights to guide smarter decisions. The Role of CX Reporting Has Changed Customer experience reporting is no longer just about tracking performance. Today, it plays a direct role in how organizations prioritize investments, guide operations, and protect brand reputation. Executives now expect reporting to: As…
Businesses today hear from customers in more ways than ever before. Online reviews, social media comments, post-purchase surveys, and in-app feedback tools all give customers opportunities to share their experiences.Customer feedback is valuable. It helps organizations understand how customers perceive their brand and where frustrations or successes occur. Customer experience research and customer feedback are…
By evaluating competitor locations, service behaviors, and customer interactions, competitive mystery shopping provides actionable insights that support stronger positioning and better decision-making. Mystery Shop Your Competition? Why Would Your Business Want to Do That? Admit it. Every now and then, when you are online browsing your competitor’s webpage. Why are you doing that? You want…
These 25 Recommendations for Customer-focused Organization may be a useful tool to think through your customer service review. Now is a terrific time to take stock of what is working well and what may need to be improved with a frontline customer service review checklist. A customer service review checklist helps organizations evaluate how well…