Tern conduct compliance audit testing for financial services firms, the retail sector, utility companies and service providers.  In fact, anywhere that you can envisage customers entering into contracts or being affected by industry regulations our mystery shopper field team are busy putting processes to the test. Unlike other mystery shopping work, some clients simply want…

Mystery shopping is the most reliable and consistent method of data gathering to monitor customer service delivery. Having a robust process of service measurement in place helps you to answer crucial questions about your brand, your service, and your area management. Are you concerned that your brand standards are not delivered consistently across your estate?…

How to boost your sales with mystery shopping Understanding missed sales opportunities is important for any business.  By researching where our sales approach is at its weakest, we are provided with the chance to close the gaps in the overall process. Mystery shop is the perfect tool for this and allows us to focus on…

  How to keep shoppers spending in a time of rising inflation With traditional saving returns at an all-time low and the threat of nest eggs being eroded, bringing forward that expensive purchase could be money well spent for some consumers. Retailers should seize the moment, rising inflation can be a golden opportunity for all…

According to the latest BRC-Springboard Footfall Monitor January 2017, overall footfall for the month was 1.3% down on last year, its worst performance since the 2.8% fall in June 2016. Helen Dickinson OBE, chief executive British Retail Consortium, said: “At a time when retail is being re-imagined as customers seek more engaging experiences in our…

As a phrase, it can certainly sound intimidating and conjures up images of some kind of special customer insights framework measure dreamed up by PR managers, marketing teams and sales directors. But what does it actually mean? Firstly, let’s differentiate two different types of advocacy which can have a positive impact on business operations, customer…

The options to enjoy our much loved restaurants chain are evolving and we have more opportunities than ever to indulge in our favourite eats.  With Deliveroo, Just Eat and Uber Eats all making substantial changes to the way we consume food to go, should more restaurants be joining the revolution? For the cash rich, time…

At Tern, we’re fortunate enough to meet and work with a range of business sectors. Most love the idea of mystery shopping, however as technology keeps advancing we are being asked how we can add extra interest for senior management teams. At some point most companies have considered using video, but video mystery shop isn’t…