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The Mystery Guest Specialists

Experienced in supporting multi-site, hospitality-led businesses.

Providers of mystery shopping, customer feedback and review collation, sentiment tracking, and competitor analysis.

Experts in motivating behavioural change, identifying and enabling processes and upsell, and in reducing revenue leakage.

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Mystery Dining, Secret Shoppers & Mystery Hotel Guests
& Customer Review Tracking 

Silent Customer is a bespoke mystery guest, mystery shopper and customer sentiment agency. We partner with hospitality-driven businesses across all sectors who want to stand out from their competitors, retain great teams, and develop confident, capable managers.

We go beyond traditional mystery shopping by focusing on real insight, motivation and measurable change. Our tailored approach helps you understand every stage of your customer journey from first impressions to lasting loyalty.

We do this by:

  • Ensuring buy-in at every level
  • Immersing ourselves in actionable insight
  • Identifying quick wins and long-term goals
  • Joining up processes to create consistency
  • Plugging revenue leakage
  • Rewarding motivation and positive change
  • Championing success across your teams

Happy Customers

Our happy customers have gained valuable insight from our mystery dining, shoppers, and guests. Through the detailed reports and feedback provided by Silent Customer, our team can pinpoint strengths to celebrate and weaknesses to address, leading to a more customer-centric approach that resonates positively with your target audience.

We have worked with an array of recognisable, notable brands that have utilised our services to enhance their operations and maintain their competitive edge. If you’re looking to improve your customer satisfaction, reach out to our friendly team today.

Mystery Guests from Silent Customer keep the Authentic Pub Co confident
Silent Customer brings excellence to Balans Soho
Brakspear Pubs create confidence with Silent Customer's Mystery Guests
Brindisa Tapas maintains the highest standards with Silent Customer
Craft & Locals use Mystery Dinners from Silent Customer
Darwin & Wallace neighbourhood spaces uses mystery diners supplied by Silent Customer
Silent Customer's service keeps customers returning to Deep Blue Fish & Chips
Unique Dining at Drake & Morgan maintained by Silent Customer Mystery Guests
The Good Eating Company surprises Mystery Diner with an inspiring dish
Mystery Diners from Silent Customer excel The Hotel Folk
Silent Customer improves our quality customer service at Hub Box
Silent Guest sings karaoke with Lucky Voice app
Silent Customer is 5 stars at Mystery Guest visits at Macdonald Hotels & Resorts
Mollie's guest experience is enhanced by Silent Customer
Mystery Diner engagement services from Silent Customer improve our guests experience at Moose Coffee
Punch Pubs & Co keep great service using Silent Customer
Mystery Guests at Rick Stein Restaurants make customer service seamless
Sixes Social Cricket experiences tested by Silent Customer's Mystery Diners
Swingers Crazy Golf tried and tested by Silent Customers
Silent Customer's Mystery Dining keeps guests coming back
Village Hotel Club uses Silent Customer's Mystery Guests

We identify service shortfalls and wins.
We inspire change, reduce revenue leakage,
and build brand loyalty.

Customer Reviews Insight​

Monitor, respond & manage all your customer reviews and feedback from from one interface 

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Mystery Guest
Visits

Mystery dining, mystery guest and secret shopper services specialising in positive, behavioural influence

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Phone & Online
Audits

Covert, recorded and
bench-marked sales calls and online conversations

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Our Services Include

  • Mystery guest, mystery diner and secret shopper feedback
  • Web and phone audits
  • Customer feedback, review insight and sentiment
  • Online reputation and engagement management
  • Competitor analysis
  • Full programme support, consultancy & training
  • Top level expertise in customer behaviour
  • The latest in reporting and data-safe software
  • Flexible, fast, pro-active and responsive service delivery
  • Friendly and caring approach

Our Values

We believe in giving feedback kindly…

Our approach is rooted in the understanding that feedback should not only be informative but also motivational and encouraging. We recognise the value of highlighting both strengths and areas for improvement in a supportive manner, ensuring that our clients can benefit from actionable insights without feeling discouraged or criticised.

More about us

Testimonials

Hear all about our transformative mystery dining services directly from our clients.

“Working with Silent Customer motivated an internal drive and focus on standards, which in turn generated an improvement in our Global Review Index (GRI) and most importantly, improved customer experience. As a result, we saw that customers were more likely to return to our hotels. We also noticed a significant increase in upsell revenue, due to a focus on upsells and bundles in the mystery shopper questions.”
Lindsay SouthwardGroup Director of Operations and People
Lindsay Southward
“The team have been amazing, super helpful and proactive. They truly care, and go above and beyond to help keep us as a company on our toes. This is the reason I am fully onboard with Silent Customer. They have made a huge difference to our business.”
Phil YatesOperations Director
Phil Yates
“We've worked with Silent Customer for many years. The team have been key in helping us to embed new call standards, develop upselling skills, and incorporate behaviours across our retail and restaurant teams. There’s never a “one size fits all” approach – it's a highly personalised service that allows our managers to focus on key improvement activity across our sites."
Sara AlexanderOperations Manager
Sara Alexander
“Silent Customer’s services combine to give us a clear vision and understanding of our customers’ journey. We're able to react to genuine and direct feedback in one place, and get real-time feedback easily and accessibly, with clear tangible benchmarked data. The Silent Customer team intrinsically care about their customers and the business.”
Imogen CameronMarketing Manager
Imogen Cameron
Read more of our success stories
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Reputation Management

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Mystery Visits

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Phone & Online Audits

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Free Training Tools

Free Training Tools

Intercepting Complaints

Check-backs and complaint handling go hand in hand. Intercepting a problem before a customer tells you, or Google, not only prevents negative word-of-mouth but can increase revenue through loyalty and positive PR.

Use our fun PEP talk sheets to support your front-line teams in learning how to avoid complaints.

Download PDF

Engaging Conversations

Building a natural and genuine rapport with guests can be the most positive and memorable part of their dining experience. Whilst the food and the environment can be remarkable by itself, making a customer feel that they are more than just a table number, has a far wider reach in terms of spreading positive word-of-mouth.

Use our fun PEP talk sheet to support your front-line teams in learning how to have engaging conversations.

Download PDF

Positive Body Language

Being able to communicate positivity, and with enthusiasm, encourages customers to reciprocate in the same manner. However, most of us are unaware of how we are perceived by others and, whilst we may think we are coming across as welcoming and friendly, our body language could be telling a different story.

Use our fun PEP talk sheet to support your front-line teams in understand the importance of self-awareness.

Download PDF

Relevant Recommendations

Team members need good product knowledge to be able to describe and enthuse, but often don’t know what many of the dishes taste like. A lack of upselling is also often due to a lack of confidence in knowing where to start a conversation that leads to a recommendation.

Use our fun PEP talk sheet to support your front-line teams in learning how to upsell.

Download PDF