From the physical setup of receptions and hotels, to team motivation and analysis of management performance, mystery shopper feedback does far more than you might think…

NPS stands for Net Promoter Score. In hospitality, this is often a confusing area, so here we examine how businesses can extract value from their NPS.

We’re not pitting one against the other… After all, at Silent Customer we offer both! But the two are often compared, so here we layout the pros and cons in black and white.

Writing a question that doesn’t pre-determine the answer is harder than most people think. Here, we outline the process we go through to write our survey questions, so that they add value to our clients’ businesses…