Silent Customers / Mystery Guests

Through mystery dining, mystery guest and mystery caller, we specialise in supporting multi-site operators in service improvements and revenue growth.

Silent Customers are covert guests who give detailed feedback about their experiences. They answer questions about the ambience and feel of the establishment, the friendliness and knowledge of the staff, the cleanliness and upkeep of the building, the quality and presentation of the food as well as the marketing and online presence.

Our clients find that by running regular, targeted visits they can:

  • Identify areas for improved customer satisfaction
  • Monitor improvements over time
  • Measure expections against branding and online influence
  • Compare performance across different business types and area managers
  • Audit the success of new campaigns and projects
  • Identify training needs and shortfalls
  • Drive revenues and reduce revenue leakage
  • Motivate and stimulate staff to excel in their customer interactions
  • Action collaborative decision making at senior management level

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

Silent Customers

We do not believe that just ticking boxes is enough. Silent Customers are expected to explain any negative answers and contribute any emotive perceptions, good and bad. Our aim is to word feedback as suggestions for improvements rather than just pointing out what is wrong. This way we hope to influence change through encouragement rather than through direct criticism.

Silent Customers submit a writing sample on application and are selected, based on their understanding and objectivity. They are closely and continually monitored by our quaility control team. Sign up as a Silent Customer


Silent Customer uses ShopMetrics Cloud-based software platform to host and deliver mystery dining services to its clients. There are over 7000 Silent Customers around the UK ready to visit restaurants, hotels, pubs and other leisure venues and complete fully customisable surveys based upon their visit. ShopMetrics works with hundreds of international partners, each with thousands of assessors, enabling us to visit venues worldwide.

Silent Customer mystery dining dashboard

Completed surveys are checked twice by our quality control team before being emailed to the appropriate client recipient. Year-to-date results are emailed monthly and access to our comprehensive, drill-down reporting dashboard is included as standard.

Management Engagement

We believe a 'softly, softly' approach is the best way of encouraging managers to embrace these learning tools.

We are available to meet with your teams to work collaboratively in designing your Silent Customer surveys and their projected outcomes.

Trial and Ad hoc Visits

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