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Start with the outcome

You might already have customer feedback but need to understand why a theme is emerging. You might need targeted mystery shopping to see what is happening in a specific journey. Or you may have plenty of data and need help turning it into practical action for managers and teams.

Start with the outcome. We will talk through the behaviours and moments that matter, suggest the right evidence and scope a clear approach.

Every project is different. Pricing reflects the scale, complexity and type of evidence required, and we will provide a clear, transparent cost before work begins.

Business enquiries

Tell us what you are trying to improve and we will scope the right approach.

How did you find out about us?

Mystery customer enquiries

Interested in becoming a mystery customer or shopper, or have a question about an assignment? We keep these enquiries separate from business enquiries.

Become a mystery customer

Registered office

The Silent Customer Limited
2nd Floor, Holborn Town Hall
193–197 High Holborn
London
WC1V 7BD

Part of the SHARCC Group.

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Tel: 01491 572 701
Email: info@thesilentcustomer.com
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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