Mystery Customer, Mystery shopper or Mystery diner

Do you want to know exactly what is happening in your venues? We specialise in providing the very best in mystery customer and mystery shopper feedback for your business.
Do you need detailed feedback, from real, profile customers, on specific aspects of your business?
Do you want to know what elements of a customers’ experience has the greatest impact on their advocacy levels?

We are amongst the market leaders in providing mystery customers of all varieties from mystery diner to overnight guests, but we have a unique approach to the visit execution and feedback delivery:

• Real customers – profiled to the venue, day of the week and time of day
• Secret Shopper UK based staff visit your business with a pre determined assessment system, looking at your business in an objective way
• Focus on customer commentary, not just a tick box response – giving life to the feedback, ensuring venue managers can use the feedback positively
• Not just measuring standards adherence but also understanding customer satisfaction, loyalty and advocacy levels
• All mystery customers briefed ‘hands on’ over the phone rather than recruited ‘hands off’ via online forums
• Delivering the feedback in the most appropriate manner – online, CD, mp3, emailed pdf or good old hard copy!
• We also have all the gadgets if required – video glasses/caps, audio recording equipment etc.

Utilising a Secret Shopper UK businesses can provide feedback to their staff and managers on the best way to improve customer satisfaction through service provision. There is nothing more powerful than seeing the experience your business provides in an objective way.

Mystery Diner and Secret Shopper UK

Inviting mystery diners to your restaurant or guest to your hotel can provide a full feedback on your service and product. Your staff, menu, value for money can all be objectively measured by an independant researcher and reported back to improve your business.

Mystery Customer Telephone Test Calls

Do you know what impression you are giving customers – before they even visit your venue?
Are sales opportunities (conferences, party bookings etc.) being missed through poor telephone management?
Our telephone based programmes provide the first hand insight businesses need to understand their telephone interaction – from the customers' point of view!

• Real customers and/or trained operatives making ‘scenario’ based calls
• Creation of ‘the perfect call’ training programmes and digitally recorded guides
• Venue enquiries
• Call centres
• Booking teams
• Sales teams
• Customer services
• Front of house / receptions

All activity is digitally recorded for immediate playback with scored reporting – all made available online for convenience

Pub surveys, hotel research, secret shopper UK

Do you want to know what hundreds of your customers think about you?
Whether you want to capture untarnished, fully inclusive and immediate feedback from customers or just require a regular feed of customer input then our experience surveys deliver the data your business needs.

Pub surveys, hotel research

Whatever your requirement we can deliver. Our clients recommend and keep coming back to the value in customer satisfaction research we provide. As our name attests, we monitor service and we can help you to improve your business. We love service delivery and if that can be improved, we will find the best way, pub surveys are a great way to get professional feedback, and if you own a hotel research can be your best friend - both helping you to retain the customers you already have, and use their loyalty to recommend you to their friends and bring in the customers that you want!

Whatever your budget we have a solution for to enable you to identify customer perception of delivery against ‘key drivers of satisfaction’.

On-site Surveys: our researchers visit your venues, talk to your customers and provide a very rich data set identifying what they think of your venue and products.

• Immediate feedback from ‘your’ customers
• Real time feedback
• All customers invited to take part – not just the ones your staff target or who have had a particularly bad/good experience
• Robust statistically significant data

Online surveys: cost effective approach to capturing direct customer feedback

• Allows all customers to provide structured feedback
• Tied into company KPI’s on a daily, weekly, monthly basis
• On-going (daily) view of customer satisfaction and loyalty levels

These processes provide your business with real insight to customer service delivery

Focus Groups

The most effective methodology for getting qualitative consumer input to a specific issue or area of your business.  Our clients use our focus group service to discuss with customers (and potential customers):

• What the most important elements are of a fantastic experience in their venues?
• Gain input and suggestions to specific issues, such as:
• Venue change / refurbishment
• Menus – content and/or design & price pointing
• Product ranges
• Engage with their employees & management team

We conduct the entire process: content creation, recruitment, moderation, reporting and recommendations

Industry Expertise

Why listen to us in the first place?

We may not have met you so why should you even consider us as a solution partner?

Do you provide products and services to consumers?  Then we have been assisting businesses improve their consumer relationships for over 20 years!

And if you are in the hospitality or retail industries then just ask to speak to some of our clients – they will tell you exactly what we are like to work with.

Our clients don’t leave us – they recommend us!