Our Values
Silent Customer is a mystery shopping company with a difference. Yes. We are mystery guest and mystery diner specialists but we do more than it says on the tin!
We are a small agency whose values are centred around giving feedback kindly to motivate change. We are NOT advocates of criticism!
Although a more time-consuming ‘mystery shopping’ way of doing things, we encourage narrative feedback from our mystery shoppers AKA ‘silent customers’ to enable us to see exactly why their experience felt as it did so we can support teams in understanding what they can do differently next time.
We have been in business since 2008 and our team, who have been with us for many years, understands human behaviour very well!
For these reasons we are proud to be one of the best mystery shopping companies in the UK
Read more about us below
Meet the Silent Customer Team
Janet
Janet, is our Founder and began in hospitality, working weekends and evenings from the age of 14.
During the many more years that followed in the industry, she saw a clear difference in behaviours, motivation, and productivity when people were given words of encouragement rather than those of critical preaching.
She learned that people perform better when given autonomy to learn from their mistakes, rather than being reprimanded for simply trying their best.
Silent Customer was founded in 2008 bringing learning directly to the front line, based on the core values of giving feedback kindly to motivate and influence positive change.
Collectively we believe that nobody who runs a pub or restaurant goes to work to do a bad job or disappoint customers. We support managers and owners in finding ways to make changes within their organisations to action smoother running operations which generates happier teams, increases sales and reduces revenue leakage.
Our team of editors, client managers and silent customers are all selected based on their understanding of the importance of these values.
Sally
Sally, is our Operations Manager. Previously a software engineer, she began working for Silent Customer in 2016 and is a perfect fit for the mystery shopping world for which tech and data has become a necessity in delivering our services.
As well as having enviable patience in being able to navigate our enormously complex software platforms, Sally is also incredibly kind and patient with our Silent Customers and editors who have to embrace our tech from a different perspective.
Sally is super proactive with client support and highly accurate in just about all she does.
She makes a pretty damn fine chocolate ganache cake too.
Work With Silent Customer
Ready to elevate your customer experiences and drive business growth? Our dedicated team is committed to helping you gain valuable insights into your customers’ experiences, identify areas for improvement, and ultimately enhance your overall performance. With our proven track record in mystery shopping and dining, as well as our unparalleled expertise, we are ready to collaborate with you to create exceptional customer experiences that set you apart from the competition.
Contact us today to learn more about how we can work together to achieve your goals and take your business to the next level.
