Company Description

For many organizations, the challenge is not defining standards. The challenge is knowing whether those standards are being delivered consistently across customer interactions, locations and channels.

Confero helps organizations understand what customers actually experience and whether brand, service and compliance standards are being followed in the field. Through mystery shopping, compliance audits, customer experience research and operational insights, we help clients identify gaps, uncover opportunities and make better-informed decisions.

Founded in 1986, Confero is a customer experience research and compliance audit firm serving national, regional and growth-oriented organizations throughout the United States and Canada. Our clients include multi-location operators, franchise systems, consumer brands, CPG companies, financial institutions, health care organizations, airports, entertainment venues and other organizations that depend on consistent execution and customer experience.

Confero maintains a network of more than 300,000 independent shoppers and auditors and uses profile information to support appropriate matching for each program.

Mystery Shopping, Compliance Audits and Customer Experience Research

Confero designs and manages customized mystery shopping, compliance audit and research programs that provide visibility into real-world customer and employee interactions. Programs may evaluate customer service, sales execution, employee behaviors, operational standards, compliance requirements, merchandising execution, brand standards, customer journeys and overall experience delivery.

Our clients use these insights to identify risks, uncover revenue opportunities, validate standards and improve performance across locations, regions and teams.

Consumer Brands, CPG and Operational Execution

In addition to supporting retailers, restaurants, financial institutions, hospitality providers, entertainment venues and health care organizations, Confero works with consumer brands and CPG companies seeking visibility into how products, promotions, displays, menu boards, merchandising initiatives and brand standards are being executed in the field.

Reporting, Dashboards and Actionable Insights

Results are delivered through secure reporting platforms with real-time dashboards, photos, audio, trend analysis and exportable data. Clients can analyze performance by location, region, program, question or standard, helping teams identify patterns, prioritize action and monitor improvement over time.

Beyond collecting data, Confero helps clients understand what findings reveal about customer experience, compliance risk, frontline execution and brand consistency.

A Consultative Partner

Nearly 40 years of experience have taught us that data alone does not improve performance. Success comes from asking the right questions, measuring the right behaviors and translating findings into meaningful action.

Whether supporting an ongoing customer experience initiative, compliance program, competitive intelligence study or targeted research project, Confero helps organizations understand where brand promises are being delivered, where standards are breaking down and where focused action can strengthen brands, grow revenue and ensure compliance.

Confero is a WBENC-certified Women's Business Enterprise, an active member of MSPA Americas and was recognized as the U.S. Chamber of Commerce's 2024 America's Top Small Business.