Our Services · Mystery Guest
See what happens from booking to goodbye
Mystery guest programmes for hospitality and leisure that show which moments and behaviours shape the guest experience, spend, loyalty and reason to return.
Restaurants. Pubs. Hotels. Leisure. Venues.
Our heritage
Hospitality is where Silent Customer started
We have spent years helping hospitality and leisure businesses understand what guests actually experience and what teams can do differently.
The guest journey
Measure the moments that shape the guest experience
01
BOOK
Enquiry, ease and confidence.
02
ARRIVE
Welcome and acknowledgement.
03
CONNECT
Rapport and personalisation.
04
RECOMMEND
Product knowledge and natural upsell.
05
RECOVER
Ownership and reassurance.
06
RETURN
Close, loyalty and final impression.
The commercial point
Good service involves more than being friendly
01 Experience
Do guests feel welcomed and valued?
02 Spend
Are teams making useful recommendations?
03 Consistency
Does the experience hold across locations?
04 Loyalty
Does the journey give people a reason to return?
Snapshots, Summaries and Coach
From visit to action
01 · Frontline
Silent Snapshot
Silent Snapshot gives teams the visit evidence and a practical coaching focus.
02 · Senior stakeholders
Silent Summary
Silent Summary distils the programme into the findings, implications and priorities.
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.
Frequently asked questions
A mystery guest programme uses trained mystery customers to complete realistic hospitality or leisure journeys and provide structured evidence of the experience. The programme is designed around the moments and behaviours the business wants to understand.
Yes. We design around the operation and guest journey, including restaurants, pubs, hotels, contract catering, leisure, competitive socialising, visitor attractions, golf and other hospitality-led environments.
Yes. Booking, enquiry, email, telephone and digital touchpoints can be measured separately or followed into the physical guest experience where the programme requires it.
Our approach is fair, constructive and kind. We recognise positive behaviours as well as opportunities to improve, and validation checks that the score, narrative and supporting evidence align before a result is released.
The exact output depends on the programme. Clients can access validated results through Shopmetrics and can add outputs such as Silent Snapshot, Silent Summary, workshops or other tailored reporting where a different audience needs a clearer route to action.
