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

  • In-house menu apps
  • Chatbot question flows
  • Phone call enquiries and sales
  • Email enquiries and order forms
  • Online ordering and delivery
  • Omnichannel reporting

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.