Category Archives: News

Tern Celebrates 25 Years of Mystery Shopping

Tern Consultancy started mystery shopping in 1989 and in that year the Berlin wall fell, the internet was born, Margaret Thatcher was in power and Dawn Edwards (founder of Tern) started to help UK High Street stores by giving them a unique insight into what was happening on the shop floor.

Written by James Harper – Digital Sales & Marketing Manager – Linkedin Google+ 02/06/2014

Experienced in Mystery Shopping for 25 Years

Tern 25 Years Mystery Shopping

Mystery Shopping adapts to reflect changing retail habits.

The High Street in 1989 was a different place and the internet was still in its infancy. These were important times for retailers and Mystery Shopping was a valuable new tool to help those people heading up sales and customer experience teams make service improvements for shoppers.

From that initial start Tern has gone on to provide valuable insights for businesses evolving with technology over time. Fast forward 25 years and the flip boards have long since gone and we have grown into our digital lives, however the principle of mystery shopping remains the same as it has done for years.

An experienced field team.

Our experienced field representatives have grown with us and our quality of reporting remains unique in its level of detail. We are one of the few companies to provide video based mystery shopping services. We also record audio based reports for call centres and sales enquiry lines.

And because sometimes numbers just aren’t enough, our feedback commentary tells the story behind those figures and percentages with written reports with detailed feedback in a way that helps customer experience teams focus on the key areas for action.

Our clients have ranged from call centres and high street retailers through to car dealerships, hotels and financial service providers.

Thanks to Dawn Edwards for starting Tern Consultancy and helping all of us to get the level of customer service we expect when we are out shopping, next stop 50 Years.


Mystery shopping your favourite jewellery stores

Written by James Harper – Digital Sales & Marketing Manager – Linkedin Google+ 06/05/2014

Mystery Shopping Jewellers

Jewellery Mystery Shopping

Jewellery mystery shopping and customer insights specialist Tern is delighted to announce a new partnership with one of the UK’s leading Multi Brand Jewellery Retailers– Hugh Rice Jewellers.

The partnership will see Tern monitor, analyse and help improve levels of customer service by providing a nationwide mystery shopping programme across the brand.

Hugh Rice Jewellers is an established brand throughout the North East area, with the company recognised as a leading Jewellery Retailer with thousands of customers.  The company currently has 8 gorgeous stores in Hull, Sheffield, Leeds and Harrogate, selling a range of recognised jewellery brands,  including  Pandora, Omega, Breitling, Hugo Boss and Micheal Kors to name but a few.

Tern Managing Director, Gary Edwards, said: “It’s fantastic to win a contract with a business that is so well known and forward thinking. Hugh Rice Jewellers recognises that our services can help achieve its overall customer satisfaction goals and ensure their teams of staff perform to the highest standards while providing a level of customer service to match.”

Tern will be send it’s mystery shoppers into stores to ensure they maintain the high standards they set. The end result is to boost customer satisfaction levels, followed by increased sales.

Director, Danielle Rice, said: “Hugh Rice the Jewellers have recently launched a new mystery shopping programme for our multibrand stores. We are delighted to be working with Tern, their friendly professional approach will most definitely help us ensure we maintain the highest standards in client experience’”

Alongside the mystery shopping, Hugh Rice’s management will use Tern’s leading online portal tern360 to review results and monitor performance via their customised dashboard.  Hugh Rice can also take advantage of surveys with built in manager action plans, streamed best practice video content and a tracked appeals process.

See the latest news about Hugh Rice from the Hugh Rice blog.

KEEP CALM and CARRY ON Camping and Caravanning in 2014

Camping and Caravanning in 2014

Congratulations to the team at Tern. We have just renewed our contract with The Camping and Caravanning Club and will be mystery shopping their sites up and down the country in 2014. We will be helping the club to measure the high standards that the association expects from its members and by doing so help to ensure that they remain that way.

This means that all of us who enjoy being outdoors, whether it’s in a tent or luxury recreational vehicle, cue jealousy, will get the holiday we deserve. That is why so many people look for the iconic logo of the Camping and Caravanning Club when planning a trip.

Camping and Caravanning 2014

To all of our researchers and campers, have a great year Camping and Caravanning in 2014.

Tern – The Mystery Shopping Company.


Change is Good! Welcome to the Tern blog!

A few days ago, I read a quote from an unknown author “If nothing ever changed, there’d be no butterflies” and it rang true with us after all the hard work we’ve put in to the new Tern website over the last few months. We are really pleased with the results and hope you like it too – the site has definitely been transformed in to our own online butterfly! And the final part of the transformation is now here with the addition of the new Tern blog. Welcome!


Over the coming months we hope you will visit the blog again and again as we add lots of information from shopper updates, to client information, to fascinating news and gossip from our shoppers – you will be amazed what shoppers see in their busy trips around the country! You may even see the odd update from our MD, Gary Edwards, and we hope to have a regular ‘day in the life’ post from one of our shopping team. If anyone fancies the idea of being our shopping blogger, let us know!

So watch this space – feel free to comment on the posts or give us a shout if there’s anything you’d particularly like to see on here! And if you’re new to Tern, please take a look around the rest of our new website.