Reviews, Banking Strategies and Compliance Audits  


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Using Mystery Shopping Results: Key Element of Employee Reviewsemployee_review
Has your management team considered new ways to motivate employees during performance reviews? A recent article on best practices for employee performance reviews contains suggestions for delivering more rewarding employee reviews.

Read the full article here.
Bank "Retail-like" Strategies Enhance Customer Experiencebank sign
Once thought to be a declining delivery channel, the bank branch remains an integral part of customer experience. With troublesome financial institution performance in the limelight during the past few years, customers use face to face visits as a means to develop trust with financial institution employees.

Read the full article here.

March 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

march stats Each month, the Confero Connector brings you stats that impact customer experience within various industries. Take a look at these significant statistics that we uncovered recently: 


Customer satisfaction continues to need a boost. The American Customer Satisfaction Index (ACSI) reported that the index has not increased since mid 2009, and now reflects the biggest drop in two years. The fourth quarter 2010 index fell 0.5% to 75.3 on the ACSI's 0-100 scale.  


Read the full article here.
25 Business Types for Mystery Shopping, Customer Experience Research and Compliance Auditsnumber 25
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:
  1. Private schools
  2. Banks
  3. Funeral homes 
Read the full article here.

Case Studies: Compliance Audits Fine Tune Menu Tests 

case study_woman with clip board
Compliance Audits play a vital role in preparing retail locations for marketing tests. As an example, a quick service restaurant client needed to confirm that a sample of restaurant locations displayed the appropriate merchandising materials for a new menu item. Without the audit, it would be difficult for management to accurately measure the new item's sales impact.

Read the full article here.

Confero Wins Stevie Award

Stevies Winner
We are pleased to announce that Confero was recently named winner in the Stevie Award category, "Customer Service or Call Center Consulting Practice of the Year." Confero learned that it was a contender for the award last month, and the final results were revealed on Monday, February 21 at the Eden Rock Renaissance Hotel in Miami Beach, Florida. This award is particularly meaningful to Confero's customer service team because it recognizes the team's delivery of quality solutions in 2010, including many which involved quick turn around times and tough requirements.

Read the full article here.

March 2011

Issue: 13    
In This Issue
Using Mystery Shopping Results: Key Element of Employee Reviews
Bank "Retail-like" Strategies Enhance Customer Experience
March 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition
25 Business Types for Mystery Shopping, Customer Experience Research and Compliance Audits
Case Studies: Compliance Audits Fine Tune Menu Tests
Confero Wins Stevie Award


New Word to Know  

 Moofer: A mobile, out of office worker.

Mystery Shopper Comments of the Month

Chat Blue Icon

What would you do if a customer made one of these comments about your location or about one of your employees?

"I could hear background noise, and it sounded as if he was working in a large telemarketing area."

"She thanked me and escorted me outside her office. She shook my hand, wished me a great day and said she hoped to see me again soon."

"The phone was answered after six rings." 

How Can We Help Grow Your Business?

About Us: Confero Movie


Customer Experience Services


Mystery Shopping


Telephone Mystery Shopping


Customer Surveys IVR/Web


Customer Exit Interviews


Reports & Insights


Performance Consulting


Employee Recognition & On-the-Spot Rewards


Competitive & Business Intelligence


Compliance Audits

Connector Archive

February 2011
January 2011
December 2010
November 2010
October 2010
September 2010
August 2010
July 2010
June 2010
May 2010
April 2010
March 2010

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All of us at Confero hope you enjoy this newsletter.  Feel free to share this information with colleagues and friends.  We would appreciate your comments about the articles and suggestions for future issues.


Elaine Buxton

President & CEO


Confero, Inc.   535 Keisler Drive, Suite 204     Cary, NC 27518

(t): 800-447-3947     (f): 919-380-7136