Increasing Survey Responses and Gathering Intelligence  


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Five Ways to Increase Customer Survey Response: Web or Interactive Voice Response (IVR) 

online survey
  1. A concise survey invitation increases response rates. Basics such as good grammar and correct spelling are obvious, but companies also need to consider brief wording. Companies should partner with the survey provider to develop a unique invitation that will capture customer's attention and encourage them to respond.  
  2. Communicate how long it will take to complete the survey--and deliver as promised. Differing opinions exist about survey length, and it can be challenging for companies to balance the need for customer feedback in many areas while offering a survey that is not too lengthy.  
Read the full article here.

25 Reasons for Companies to Gather Intelligence

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  1. Measure your competition's phone skills. You may know how well your employees handle incoming phone requests for information on your company, but do you know how effective the competition's employees are during phone experiences?  Gathering intelligence with competitive mystery shops allows you to measure how well your employees stack up against the competition.  
  2. Assess competitors' in-person customer service. It's equally important to know how your employees rank against the competition in terms of in person customer service experiences. Are there areas where the competition is "wowing" the customers? If so, is it enough to make customers want to buy from the competitor company rather than your company?
Read the full article here.

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

picking pears  
  • Unhappy customers talk more than you think.  Customer Service Manager reports that an unsatisfied customer tells 9-15 others about the negative experience. 13% of disgruntled customers tell more than 20 people about their problems.     
  • Seventy percent of Americans will spend more at places that deliver excellent customer service. A majority of respondents (70%) in a recent American Express survey indicated that they are willing to spend 13% more with companies that they feel provide great service. The American Express customer service study also revealed that last year, only 58% of Americans said that they would spend 9% more with companies that provide outstanding customer service. Another eye opening finding: six in ten Americans do not think that companies are placing more emphasis on customer service. The study was completed in February 2011 and the results were released on May 3rd.


Read the full article here.     

Confero Receives Pinnacle Business Award from Raleigh Chamber of Commerce  

pinnacle award
Confero's CEO and President, Elaine Buxton, and Confero employees attended the May 3rd Raleigh Chamber of Commerce's 2011 Pinnacle Awards event. The prestigious annual event was held at the Raleigh Convention Center and honored Confero as a recipient of the Small Entrepreneurial Business Award. Confero is one of five entrepreneurial companies in the Raleigh area that received the award, which is presented to organizations that exhibit staying power, innovation, and community involvement.

Read the press release here.

Confero Goes Red for Women!GoRed  

Once again, Confero sponsored the "Triangle Go Red for Women" Luncheon, a fun event held on May 6th, 2011 at the Sheraton in Raleigh. The event includes a luncheon and activities that focus on heart health, such as "Cooking with Heart Cooking Demonstration" and "Women's Heart Health" presentation. Elaine Buxton, CEO and President, served on the Triangle Go Red For Women executive leadership team, which leads local efforts to raise awareness of heart disease in women. 

Read the press release here.

Confero Tweets

pinnacle award
At Confero, we keep our finger on the pulse of the customer experience with important commentary and industry updates, and Twitter lets us spread the word. Here are some of our recent tweets:
  • Passionate customers are the lifeblood of a business. Do you know what a passionate customer looks like? 
  • A business can only be successful if it can pleases its customers. No matter how unconventional their requests - 
  • Sometimes customer service benefits from thinking from inside the box, which is not always a bad place to be -   


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May 2011

Issue: 15  
In This Issue
Five Ways to Increase Customer Survey Response: Web or Interactive Voice Response (IVR)
25 Reasons for Companies to Gather Intelligence
May 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition
Confero Receives Pinnacle Business Award from Raleigh Chamber of Commerce
Confero Goes Red for Women!


New Word to Know  


Mobile Kiosks:  

Mobile, automated trailers for use at various events. They contain a combination of service units, including ATMs, digital signage boards, microwaves and condiment stands. 


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?


"Our server came back after we ordered and said that it would be just a few more minutes. He also came back after about five minutes and asked if everything was okay with our meals."


"She did not suggest an appetizer, nor did she suggest a specific entree. At the end of our meal, she did not suggest dessert."


"The associate confirmed the product price over the phone. I waited briefly for her to continue, but she didn't ask me any questions or attempt to pursue an order from me." 



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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