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 receiving it!   ‘Criticism’ is almost always a complaint about our character or worth or work and it’s a challenge

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 of a gnat’. My maths teachers said I ‘just needed to apply myself ‘ and my grandfather threatened me with the

If you’re thinking about running some mystery dining assessments but you’re not sure what that looks like. Read on! Mystery dining assessments run in a similar way to mystery shopper, but they are usually run by hospitality specialists like Silent Customer.  A brief is created for the mystery diners so they know what they must look out for and feedback on, and a detailed survey, with up to 100 questions, is created to reflect that.

Mystery shopping companies are similar in the basic mechanics of how they function. They have a chunky, complex, software platform that matches mystery shoppers by location and appropriateness to the specific assessments. Then it collects a tone of data and enables the clients to drill into it from a myriad of different perspectives.       All mystery shopping software allows the client to benchmark their organisation geographically and by management level. All mystery shopping

Why use mystery dining companies for your hospitality business? I have lived in my hometown of Henley on Thames for 20 years. In that time, I have got to know every pub extremely well within a 5-mile radius. Although tenants come and go, many of them know me in person and what I do for a living, not least because Silent Customer assessed Brakspear pubs with our mystery dining services for over a decade.  

Guide to Secret Shoppers and Mystery Shopping So you want to find out what is going on in your service led business while you are not around? Thinking about taking on a mystery guest company but don’t know where to start?     What is mystery shopping? Simply, mystery shopping is where a member of the public acts as a secret shopper and covertly visits a business to give their unbiased feedback. This feedback is delivered on a