Online and Phone Call Audits​

Online and Phone Call Audits​

You only have one first chance

Are your teams smiling over the phone? Are they really hearing as well as listening? Are your chatbots asking the right questions?

Understand how your teams can improve the guest experience from the very start of their journey.

The digital customer experience​

AI and labour-saving technology have come to the fore in recent years.

Deployed in the right way, these new technologies can empower your teams to engage and sell more effectively.

We help your teams to improve the customer experience and ultimately boost the bottom line.

Evaluate how customers experience your brand from the very first touchpoint

What’s included in a Silent Customer test-booking report?

Benchmark your teams’ improvements through our fully customisable surveys.

Listen to every call and download screen shots, email correspondence and snips to understand customer perception and sentiment.

Gain deeper knowledge of the entire booking journey, to find the insight behind abandoned carts, missed upsell opportunities and customer expectations.

What do you get if you work with us?

There are over 10,000 Silent Customers around the UK, US and UAE, ready to complete covert calls, online test-booking journeys and digital experience reports.

Completed surveys are checked twice by our quality control team before being emailed to you and your teams.

Year-to-date results are emailed monthly and access to our comprehensive, drill-down reporting dashboard is included as standard.

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.