Advantages of Mystery Shopping
How Mystery Shopping can identify the small things so that your customers leave on a high and not on a sigh! This was my lunch earlier this week. After several attempts to open the ‘sachets of dread’, I went without vinegar. For my life! I don’t know why we still have these tiny packets of […]
Why Customer Surveys Won’t Tell You The Truth
In the hospitality industry the dropout rate for customer surveys, which take 10+ minutes, is around 30–40%. For shorter, well-designed surveys, dropout rates are still typically around 20–30%. What’s the impact of this? Well, you might say that ‘it doesn’t matter if some customers drop out as we have plenty that do complete them’. But […]
Vegan and Vegetarian Mystery Shoppers
How important is it for restaurants to provide vegan and vegetarian options? We have silent customers turn down visits because there aren’t enough veggie options on the menus. Searches for vegan restaurants in the UK have tripled over a four-year period, from 60,000 in 2017 to over 200,000 in 2020, highlighting the rising interest in plant-based […]
Mystery Shoppers for London Based Businesses
Grow Your Business with Silent Customer London’s dynamic and competitive environment makes it essential for businesses – whether you’re a pub, hotel group, bowling alley, or aesthetic clinic to deliver exceptional customer experiences. Standing out in such a fast-paced city requires a deep understanding of your customers’ needs and expectations. Mystery shoppers for London based […]
How the Expectations of Customer Experience Have Risen: Why, and What to do About it
Once upon a time, I used to say that to be a successful restaurant, you needed to excel in at least one of these three categories. Food Service Ambience But, back then, pre-Brexit, people were more forgiving, because eating out was cheaper, drinking alcohol was still cool, and we didn’t have weight loss […]
Mystery Shopping Benefits for Medical Aesthetic Clinics
We have taken on a new client who has medical aesthetic clinics. Before we even managed to fulfil our first visit, we discovered that WhatsApp enquiries weren’t being responded to and phone calls were not being picked up or followed-up. Our client was pretty disappointed. But they shouldn’t be: Humans are, in general, pretty lazy. If […]
How to Engage Your Customers: If Your Business Has a Story to Tell… Tell it!
I ate at the Wolseley on Thursday night. My very great friend Meghan Ridsdale booked us in. She knows every eatery in London and is a reliable source of recommendation for anyone’s budget, taste, styling, and expectations. A fabulous building, incredibly busy, great service, and with a modestly priced ‘something for everyone’s taste’ menu. Anyway, […]
Why You Mustn’t Rely Solely on Online Review Management Platforms for Feedback
Using online reviews for feedback is important and inexpensive but relying only on this data (because it is cheaper than mystery shopping) will not alert you to everything you need to know. The nail bar I go to, took on a new trainee six months ago. She was terrible! And, despite much […]
Tops Tips for Dealing with Negative Reviews
Why negative feedback hurts: Let’s start with the emotional reaction to why negative feedback hurts. Generally, people associate ‘feedback’ with ‘criticism’. “Criticism is a gift” I hear from people, when I tell them what I do, but the thing is, I know that most of us fear it and certainly no one looks forward to […]
How Does Mystery Shopping Work?
In short mystery shopping works by delivering feedback to the front lines, covering all learning styles and motivating change. Well, it does when it’s delivered by Silent Customer because it’s our values that underpin the success of our mystery shopping services. As a child, my mother always told me I had the ‘attention span […]
