Through mystery dining, mystery guest and mystery shopping we specialise in supporting multi-site operators in service, revenue growth and expansion. A new opening may benefit from measuring the success of different menus, procedures and service systems whereas a group undergoing expansion may wish to measure brand consistency and quality control.
Our service is also an impartial way to help decision making within head office teams.
Our personal support is available to our clients as much or as little as is required. We can give provide full consultancy as well as the tools to analyse data in-house.
Download Brochure & Testimonials or email us to for a login to our demo site or for an example of one our reports.
Silent Customers covertly visit a venue and answer questions on every detail from marketing and compliance to customer engagement and sales. Our questionnaires are industry specific and bespoke to each individual business. We do not believe that just ticking boxes is enough. Silent Customers are expected to explain any negative answers and contribute any emotive perceptions, good and bad, through narrative feedback. Our aim is to word feedback as suggestions for improvements rather than just pointing out what is wrong. This way we hope to influence change through encouragement rather than through direct criticism.
All our Silent Customers have a passion for quality food and efficient but engaging service and are chosen for their objectiveness and eye for detail. Silent Customers have empathy with the challenges faced by food service and on-licence businesses. They have to pass a written test before they are accepted for assignments and are closely monitored and supported by our quality control team.
We expect our clients to achieve a minimum average of 85% after the first few months of regular visits, however our aim is at least 90%. This benchmark signifies confidence that your customers are recommending your business.
Our software can drill down and across different areas of the business depending on the roles of those using it for insight however, we believe that the greatest value is in using the reports as cost effective, focused and powerful coaching tools.
We recommend that our Silent Customers visit regularly to collate a clear overview of the business but we do not charge set up fees and you can cancel the service with a month notice. Our fees are between £40 and £85 per visit depending on how many sites and visits you have per month.
Contact us to find out more or to see an example of one of our reports or for a log in to our demo platform.