I run a mystery guest company which aggregates reviews as one of its services but, I’m ashamed to say, even I have fallen foul to a company that faked its reviews. It cost me thousands and I had a near breakdown as they failed to build a time-critical e-commerce website. Google didn’t give two hoots, nor did Trust Pilot, and, nor did the Action Fraud or HMRC when, further down the line, we discovered that

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 frustration. I don’t know the percentage of the human race that can open them, but it must be under 5%,

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 what you may not be factoring in is that many customers lose interest and click at random to get through

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 dining options Food that doesn’t contain bits of animals isn’t a fad. And don’t assume that a roasted cauliflower or

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 businesses can offer valuable insights that keep you ahead of the competition, enhancing your brand’s reputation and helping you thrive.

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 drugs.         So now what?  Now F&B businesses need to ace at all three and offer more besides.