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WHAT DO YOU  WANT TO KNOW?

OUR TOOLKIT


MYSTERY SHOPPING

Some say ‘old school’. We say ‘still a favourite’. A deep dive tool for identifying exactly what is going on using mystery guests, diners, shoppers, callers. Video visits too.

TOUCH SCREEN SURVEYS

Smart, real-time feedback placed at key moments within a business allowing real customers to offer real-time ratings and opinions.

ONLINE SURVEYS

Another string to the blended bow. We know how to create an online survey that drives response through the right volume and right kind of questions.

FOCUS GROUPS

Nothing beats the power of a focus group. They can help set the pace of what needs measuring in the first place or be in response to feedback that is crying out for change. Or both.

INTELLIGENT REPORTING

All clients enjoy bespoke reporting - dashboards, pdfs, online portals & galleries. We also bring in internal KPI's & Social Media feeds to allow a one stop shop. But we don’t just belch out numbers. We suggest solutions, actions & act as an extension of the client team.

ONSITE INTERVIEWS

Fresh from the horse’s mouth. Interviewing guests, shoppers etc. in-venue and driving real time feedback on opinions, ratings and improvement opportunities.

OUR APPROACH


Blender

We have a range of tools that drive high volumes of top line emotive response through to highly detailed compliance low volume response. We always point out the advantages and limitations of each. Hence, where allowable, we will build a blended approach where several tools are bought together to give a composite picture of performance. From compliance to NPS. From site level to board room, this is showcased via online dashboards as well as direct sends.

ABOUT US


  • OUR GOAL IN 1990 AND NOW

    To establish an ongoing connection with our clients’ customers in order to ensure they consistently deliver what is required to keep satisfaction, loyalty and advocacy at the highest possible level. After more than 25 years we know what works.

  • WHAT WE DO

    It all started with Mystery Shopping and, through innovation, we have kept it very much a go-to technique today; playing a strong role in the mix of other established and digital solutions

  • INNOVATION WITH EXPERIENCE

    We have the all latest technologies and we use them fantastically. But we also tell our clients as it is. In plain speak.

  • OUR MANTRA

    When you are bold enough to put ‘service’ in your name you have to be all over it like paint.

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27
YEARS OF EXPERIENCE
300,000
ONLINE RESPONSES COLLECTED PER YEAR
4500
PUBS INFLUENCED BY OUR WORK PER YEAR
30,000
MYSTERY VISITS CONDUCTED PER YEAR

SOME OF OUR CLIENTS


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London’s oldest brewer. Service Monitor’s oldest client. But working with the latest blended techniques.




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Nominated for the NEC Customer Feedback Strategy Award, Compass and Service Monitor have rolled out a revolutionary programme comprising touchscreens, online & good ‘ole mystery guest.



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As David Hoare has famously said “Having Service Monitor on our side is like Britain having radar in WW2.” Our radars here include mystery guest, online panel surveys & regular guest focus groups.



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Golfs leading retailer deploys many Service Monitor tools – from online to video mystery shopping.



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An amazing 20 year relationship between us has provided this fabulous collection of restaurants with a constant tap of diner feedback; both factual and emotive.



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700 pubs & bars generate a lot of feedback. Service Monitor are all over it with touchscreen surveys, online surveys, mystery guests. And we integrate key social media feeds into one amazing online dashboard.




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We take shopping seriously with regular mystery shopper visits to over 300 shops a quarter across Realms’ estate of outlet centres.


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When it comes to improving their food, Greene King use our food analysis programme. This has been invaluable in pinpointing improvement areas - be it the dish spec, the raw ingredient, training or how it’s cooked in-house.


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Telephone and online surveys of holiday home owners and tracking the experience of holidaymakers is a feedback blend that helps Park Holidays UK keep a finger on the pulse all season round.


DON'T TAKE OUR WORD FOR IT...


CONTACT US


Service Monitor Ltd
2 Churchgates
The Wilderness
Berkhamsted
Herts
HP4 2UB


Tel: 01442 877 957


Email: info@servicemonitor.co.uk