Trusted by independent venues and global brands
30+
Languages our surveys run in
2 million
Online survey responses a year
25,000
Mystery customers on our panel
35+ years
Running customer experience programmes
Our Services
We offer a wide range of services and research methods, and every programme we run is designed around your business. Use one on its own, or combine several in a blended programme, where each method points the others to where they are needed.
Adapt is Service Monitor's AI survey that changes its questions as customers answer, for the detail behind every score and more specific public reviews.
UK mystery shopping services for hospitality, leisure and retail. Real customers matched to your business, plus brand audits, benchmarking, and video visits.
Ongoing customer feedback programmes, designed and managed for you. QR codes, email, kiosks and app integrations, with results for every level of your business.
Sectors
From pubs and hotels to stadiums, workplace dining, and trade counters: wherever someone serves a customer, there is an experience worth measuring and improving.
We’re a customer experience research agency with over 35 years of experience, working across the hospitality, leisure, retail and contract catering sectors. Each service works as a standalone programme or as part of a combined approach, from ongoing customer surveys and mystery shopping to AI-powered surveys, giving you a complete picture of what your customers experience and what you should do about it.
Service Monitor
There is more to working with Service Monitor than simply delivering programmes. We don’t just throw data at you, we turn numbers into real stories and recommendations for positive change. And we just love it when we hear about these things happening. It makes our work seem so much more worthwhile.
“I like it that I have a relationship with you and not just an online portal” said a client recently.
We see ourselves as an extension of your team. We much prefer to be out and about forging strong relationships whether that be face to face, visiting venues or presenting in meetings rather than just uploading numbers to a dashboard.
Our Projects
Catering
Hospitality
Visitor attractions
Hospitality
What our clients say
From Our Team
We’re proud to have long working relationships with some of the best-known brands and businesses in the UK.
