Mystery Guest and Customer Feedback services for multi‑site operators of pubs, restaurants, hotels and leisure venues
We pride ourselves on understanding behaviours and our aim is to influence change through positive suggestions rather than criticism. We focus on customer sentiment as we believe that insight into how customers feel delivers the greatest value.Janet Wood Director
We are proud to have longstanding relationships with all of our clients. Please see what some have been kind enough to say about us:
We have been working with Silent Customer since 2012 and have seen an incremental increase of our service and engagement benchmark year-on-year with an overall increase of 14%. In 2014 we asked our tenants to tell us how useful Silent Customer was to them and 70% agreed that the reviews were insightful and helped them to make changes within their pubs.
Emma Sweet - Head of Marketing
As well as working with Silent Customers to support our Area and Training Managers in influencing customer engagement skills we have run special projects to help us find solutions to specific service issues when there has been conflict of opinion about how to resolve them.
Andrew Laurillard – Managing Director
The visits from our Silent Customers are a very useful part of our programme of continuous improvement. Our restaurant and retail managers value the detail of the reports not just the scores. The feedback has led us to make improvements in how we operate and market our businesses and in how we develop our people. Janet Wood’s understanding of our business and her personal attention is another key factor in the success of this relationship.
Ian Fitzgerald – Operations Director
Silent Customers asses both our Managed and Tenanted Houses. We have seen an incremental increase in our scores year-on-year. Based on Silent Customer feedback and the scores - we award our best pubs every year. The sense of pride we see from our high achieving pubs makes it a very worthwhile exercise by itself.
David Pritchard - Operations Manager
Our group doubled in size in a very short time and Silent Customer has been both flexible and quick to react to brand and structural changes. Our teams work with Silent Customers for recorded phone sales audits as well as physical covert visits.
Matt Buckingham – Operations Manager
Even though I manage two very different styles of pubs, Silent Customer allows me to benchmark service standards across the pair without penalising one or the other.
Ross Grady - Director
The Meat Co is a large steakhouse with a very busy operation. Silent Customers help keep my team motivated and through the feedback gives us the tools to ensure we can keep our service and training levels to the high standards we pride ourselves in.
Barbara Grobbelaar – General Manager
Our eateries are in unique settings and we have clients as well as customers. Silent Customer enables us to bench-mark service and engagement even with the vast differences between locations and service styles.
Paul Shovlin – Head of Café and Restaurants
Silent Customers visit five of my pubs. They help me to motivate my teams and allow me customer insight without having to be present in each of them every day.
Gary Mallen - Managing Director
I have run and owned pubs for many years. Silent Customers help me incentivise my managers without me being there and, in turn, enables my managers to coach their teams.
Ted Docherty - Director
I run a very busy and popular riverside pub. The summer is very different from the winter, when we swap tourists for locals. Silent Customer allows my team to see how they need to adapt to this change of trade and clientele.
Mark Dunlop - Director
We have six very busy fast paced pubs providing food at sensible prices. We use Silent Customers to help us see our pubs through the eyes of a customer to ensure that we are providing great food and service.
Pippa Weaver - Director
As a hospitality consultant I use the services from The Silent Customer as a measurement tool for my clients. This helps them to improve their service standards and increase their revenue, aiding staff retention and increasing guest satisfaction.
Monica Or – Founder
I run over 30 late night bars, club rooms and bierkellers. Silent Customers give me an overall impression of the company as well as an insight into how each location is managed from Security staff to the dance floor.
Jimmy Elias - Operations Director
Karaoke customers are hidden away behind sound-proofed doors so Silent Customers help us get an insight into their experiences which we would otherwise not see with our own eyes … or ears!
Phil Yates – Operations Director