Mystery Shopping & Mystery Guest Specialists

A highly reputable and the best bespoke mystery guest, mystery diner, and secret shopping agency in the UK

Small enough to care, big enough to deliver in the UK, US and UAE

Happy Customers

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 

Mystery Guest
Visits

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

Phone & Online
Audits

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

Our Services Include

Our Values

We believe in giving feedback kindly…

Testimonials

Reputation Management

Mystery Visits

Phone & Online Audits

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.

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.

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.

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.