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MEASURE BEHAVIOUR. CHANGE OUTCOMES.

Mystery shopping built for the way businesses work today.

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Trusted by businesses that care about the customer experience

Absolute TasteAuthentic Pub CoBalansBrakspearBrindisaCraft LocalsDarwin & WallaceHarry Ramsden's GroupDrake & MorganGood Eating CompanyThe Hotel FolkHub BoxLucky VoiceMacdonald HotelsMollie'sMoose CoffeePunch PubsRick SteinSixes CricketSwingersForaElementa WorkspaceThe Union BarVillage Hotels
“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.”
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.”
Phil YatesOperations Director
Phil Yates
“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.”
Sara AlexanderOperations Manager
Sara Alexander
“Silent Customer’s services combine to give us a clear vision and understanding of our customers’ journey.”
Imogen CameronMarketing Manager
Imogen Cameron
How we can help

Get to the evidence that matters

Whether you need to understand your own customer journey, compare performance with the market or make better use of existing feedback, we help you get to the evidence that matters.

01

MYSTERY SHOPPING

Measure the customer moments and behaviours that matter.

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02

MYSTERY GUEST

Specialist mystery guest programmes for hospitality and leisure.

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03

SECTOR BENCHMARKING

See how your customer experience really compares with the market.

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04

REPUTATION MANAGEMENT

Understand the customer signals already shaping your reputation.

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The problem we solve

We feel like the world is changing.

The workplace is changing. How we absorb information is changing.

Your teams do not need more data. They need the right insight.

Snapshots, Summaries and Coach

The right insight for the right people

Silent Snapshot 1
Silent Snapshot 2
01 · Frontline

Silent Snapshot

Silent Snapshot gives teams the visit evidence and a practical coaching focus.

Silent Summary 1
Silent Summary 2
Silent Summary 3
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02 · Senior stakeholders

Silent Summary

Silent Summary distils the programme into the findings, implications and priorities.

Silent Coach 1
Silent Coach 2
Silent Coach 3
Silent Coach 4
03 · Managers and L&D

Silent Coach

Silent Coach supports prompts, actions and re-measurement as the concept develops.

Currently in development

Nudge the right behaviours, then measure the change.

What are you trying to improve?

Tell us where the customer journey matters and we will help work out what evidence you need.

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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.

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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.

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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.

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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