Tag Archives: Mystery Shopping

Mystery Shop+ Your mystery shopper giving you direct video feedback

VoxPop Video Feedback Survey Stats
VoxPop Video Feedback Surveys

Put your senior executives back on the shop floor by giving them direct access to video feedback from your customers.  If your board is separated from your customer feedback by charts and graphs, is the time right to give them direct voxpop style video feedback surveys  via our revolutionary Mystery Shop+ service?

Video is a persuasive tool for business performance measurement.

Few things are more captivating than a good story. With online video views far surpassing most text-based content, telling the story of your customer journey in video has the potential to engage your staff more than ever before. The good news is that Videos ranging from professional productions to spontaneous interactions captured on phones all have the potential to be powerful.

If you need help developing a powerful internal communications plan, video is the method help bring your content to life.

With viewers spending about 100% more time on pages containing video (Source: Marketing Sherpa)  you can be guaranteed that customer video feedback will be effective at delivering key messages.

Stimulating our Senses

Video draws on our senses, you get to hear and see the things that are otherwise left to interpretation. Together, audio and visual stimulus can often evoke a deeper connection, allowing viewers to engage with content on a much more personal and emotional level.

Humans Process Visual Data Better

“Visualization works from a human perspective because we respond to and process visual data better than any other type of data. In fact, the human brain processes images 60,000 times faster than text, and 90 percent of information transmitted to the brain is visual.   Since we are visual by nature, we can use this skill to enhance data processing and organizational effectiveness.” Source: T-Science

Delivery of Key Messages

Collecting content rich videos is key to areas within a business which might not have direct interactions with frontline staff. Video completely removes the hierarchical structure within a business putting the ‘Voice of the Customer’ directly in front of the Chief Executive.

Voice af the Customer Survey Feedback

Voice of the Customer Survey Feedback

Short and Sweet

We know that because Senior Management teams are often short on time video length is also important. According to Wistia the longer a video is, the lower its retention. Videos under 1 minute enjoy 80% viewer retention up to the 30-second mark, while videos 2-3 minutes in length only experience 60% retention.

Our VoxPop videos are no more than a minute in length a give you the key highlights of the store experience.

Stop Reading this and Take a Look for yourself

If you looking to give your retail mystery shopping customer experience programme a boost watch our VoxPops Video Feedback Surveys to see how some of our customers have been engaging with our clients through video.  We can also conduct covert video mystery shopping which can be used to record the entire experience from the customer viewpoint.

Charity Fundraising Supervision with Mystery Shopping

The UK public is hugely generous when it comes to giving to its favourite charities. Making sure that this generosity is not abused is important, not only for those individuals donating, but also for the charities conducting the fundraising.

Fundraising Jar - Money collection Mystery Shopping

Charity Fundraising Mystery Shopping

For the charity sector ensuring that fundraising activity is conducted in the right way is critical for all stakeholders. The Institute of Fundraising lays out its key code of practice to help charities ensure they go about fundraising activity with due care and consideration for all individuals making donations.

The Importance of Charity Supervision

Recent news articles have shown how important this can be with a number of well known charities coming under the spotlight, from both politicians and the general public alike. Negative news headlines are not good for fundraisers, charities or the recipients of donations. If policy makers and government find that voluntary codes of conduct are not adhered to, then enforced regulation will undoubtedly follow.
To ensure that the reputation of the sector is maintained ‘The Charity Commission’ laid out some key fundraising principles in CC20 Charities and Fundraising Guidance to help.

Fundraising Principles for Trustees - Chart

Fundraising Principles for Trustees – Source: The Charity Commission

Who is responsible for ensuring compliant and ethical fundraising?

With Trustees and Managers on the front-line of supervision, the lessons from recent negative publicity are clear. Charities need to ensure their house is in order to avoid stricter government regulation and bad publicity.

The recently published Etherington Report indicated three lines of defence to safeguard individuals from charity fundraising where the usual standards fall short of an acceptable level. At the same time there is a need to balance the needs of a charities ability to ask for donations, with an individuals right to be left alone through a fundraising preference service currently in the process of being developed.


Fundraising methods which can be mystery shopped (Supervise your Fundraisers)

With the fundraisers using many different methods of collection  there is a number of areas which can be potentially problematic. Whether this is through telephone fundraising, street fundraising or in high street charity shops. Providing a service which follows the codes of conduct is in the best interest of all parties concerned.

Providing an additional layer of audit for your charity

Tern can support you with charity supervision by providing you with mystery shopping in any of the fundraising routes above, giving you the ability to fix any potential issues. Mystery shopping can also act as a support for your second line of defence checking.

To see how we can help you with your supervision fill out our charity mystery shopping discussion form.

Our experienced support managers will help guide you with best practice.

Links to Useful Charity Organisations.

Institute of Fundraising
Fundraising Standards Board
Small Charities Coalition
Charity Commission

UK Consumer Trends for 2016

With consumer trends in retail data from 2015 now being digested by analysts and retail spending peaked, are we about to see the increase in our disposable incomes finally result in a financial windfall for UK retailers?

Latest report data from the ONS suggests that back in 2013 average weekly spending started growing again (increasing to £523.90) and continued growing in 2014 when it reached £531.30. With the figures from 2015 still due, will we see a continued upward trajectory in 2016? And how will this affect our fiercely competitive UK consumer markets?

Consumer Expenditure Trends

Consumer Expenditure Trends

Source: Trends in household expenditure over time (ONS)

Will 2016 herald further increases in choice for the UK consumer?

It’s no secret that a slew of data will most likely still point to the rise of the discounters and value hungry shoppers driving footfall away from previously dominant market leaders. Technology will continue to disrupt traditional channels as companies like UBER and AirBNB start to impact service based industry models.

Standard of service will be a key differentiator.

The quality of product and service delivery is becoming the modern battleground in the race for companies to either expand or survive and growing consumer choice is a sign of healthy market competition. The upshot for business is that the relentless pursuit for value and excellence from consumers will continue to define how our high street retailers perform, shaping the UK retail landscape in the years to come.

The time to invest in understanding service performance and training is now.

If the forecasts are correct then this is a great time for well managed retail stores  to capitalise on low oil prices, benign interest rates and the real terms increases in consumer spending power as inflation remains subdued.


How will retailers capitalise on any increase in UK consumer confidence in 2016?

It’s important to note that it is becoming increasingly difficult for Operations Teams to manage multiple delivery routes as shoppers’ drift between physical bricks and mortar,  the online world, and call centre sales routes. Managing a joined up approach on service at scale is not an easy task but one that retailers need to tackle with relish. As you start your journey into 2016, make sure you lay a great foundation for the rest of the year and beyond.

Provide your business support with a clear measurement framework.

To ensure that you have an accurate measurement for service performance across  all channels we suggest that companies invest in the tools which enable them to have a clear customer insight beyond the standard customer feedback survey. We support companies by developing mystery shopping programmes which measure key moments in the customer journey not typically picked up by consumer surveys and canvassing.

Gathering evidence rich data is the key for driving positive change

Consumer purchase funnel Data

Consumer Purchase Funnel Data from Mystery Shopping – Tern Ltd

For online data analysts it has become common practice to measure the customer journey funnel and work out where you are most likely to lose your customers. Mystery Shopping is the perfect tool for creating a funnel framework for working out your service failure points. Looking at those key moments can tell you where you need to make service level improvements are made. Mystery shopping data is far richer and can be combined with customer feedback surveys or stand alone in it’s own right.

To help you with this we have compiled our own list of supporting topics.

Contact us on 01939 235555 to see how we can help you lay the foundations for achieving great customer service.

Tern Enhances its Mystery Shopping Report Capability

As specialists in the development and delivery of bespoke mystery shopping programmes in the UK we are delighted to announce the latest updates to our reporting suite.

With a redesigned interface and an updated reporting platform, it’s easier than ever to find the information that you need to know as Customer Insights teams, Operations Managers and Marketing Managers.

The enhanced navigation and functionality of our mystery shopping report platform provides users with quick and easy access on all devices to the wide range of information we measure for our clients.

 Personalised Mystery Shop Reporting

Our new responsive design enables users to quickly drill down into their performance and the intuitive navigation makes finding the relevant information a breeze.

Tern Report Platform 2015

With just a few clicks you can monitor your performance across all areas and gather the facts you need.

See for yourself, we’ve revamped our mystery shopping reports example  page to help you get a feel for the updated platform on which you can see both branded and unbranded versions of the report output.


We are continually developing our systems to make it easier for our clients to view and navigate their way through their mystery shopping data, whether by email, online or face to face through an insight session with our expert research analysts and data specialists. You’re invited to take a look for yourself  http://www.tern.co.uk or contact us for a live demo.


Mystery Diners for Restaurants, Bars, Cafes and Pub Chains

Written by James Harper – Tern Consultancy Ltd – Linkedin  21/07/2015

The UK dining and restaurant sector is a hugely competitive marketplace and the experience of the consumer is key to the ongoing success of individual brands and the growth of the sector as a whole.

In a time where online reviews through sites like www.tripadvisor.co.uk have become an integral part of the consumer decision making process it is even more important to check that service levels are right from the start. Many companies are using ‘Mystery Diners’ to see whether their service standards exceed, or fail, against company expectations.

Mystery Diners


Eating-out spend reaches 13 month high

By Sophie Witts, 09-Jun-2015
Consumer spending on eating and drinking-out reached a record peak in May, according to the latest Barclaycard Consumer Spending report.

Creating a mystery diner programme, that is both engaging and rewarding for staff, can help to identify any areas of weakness throughout the consumer experience. Making your staff members ‘champions of the business’ can be a great motivational tool and really improve overall service standards.

We were commissioned by Sam Smith Brewery to conduct a Mystery Diner Programme to do just that. We provided them with a carefully blended programme of standard restaurant mystery shopping and under age sales testing. The customer journey was carefully documented through the eyes our mystery diners and recorded on our online reporting system.

Sam Smith, owner of the independent Sam Smith Brewery and pub chain said:

‘I can only speak very positively about Tern and the service we have agreed. There have been some challenges getting our managers to take it seriously and holding them accountable for poor service. A highlight was running a trip for our Customer Service Champions – the managers who achieved the top three scores – where they had a VIP experience at our breweries, including getting involved in the brewing process themselves. We are slowly but surely seeing progress in the service delivered at our sites.’


Commissioning Mystery Diners

When commissioning a mystery dining programme you should give consideration to some of the following points;

  • Understand the mystery dining criteria against your company standards.
  • Keep visits objective.
  • Seek to understand performance and benchmark over time.
  • Create segmented views of the business;
    • For example looking at how the service level changes at different times of the day or when ordering at the bar or in the restaurant.
  • Let the data identify the gaps for training your staff.
  • Understand sales and service upgrade opportunities.

Whichever method of mystery shopping you decide upon, video, audio or written, the reports you gain will be invaluable for your business.

See some of our mystery shopping report examples and download the free mystery shop survey template to get you started or find out more about Tern, one of the leading mystery shopping companies in the UK on our home page.


Mystery Members Conduct Gym and Fitness Centre Mystery Shopping Visits

Traing on treadmill

Becoming a member of a gym these days can be a large financial commitment, to some fitness fanatics it can be an absolute necessity, a must have in their lives regardless of the cost.  To others it forms part of a wider lifestyle choice and choosing a gym can be a more difficult decision to make, with both the cost and quality of the overall service an important consideration.

Either way potential members should be convinced that the gym or fitness centre can fit comfortably around their personal circumstances and is an investment in their future health, fitness and wellbeing. Projecting the key benefits in the right way can be an important factor in conversion and can be key to increasing gym membership sales in a competitive environment.

Tern utilises mystery shoppers as mystery gym members to help evaluate health and gym club membership managers’ ability to convert individuals and families alike into long term brand advocates who select a club to fit around their lifestyle.

So why do gyms invest in mystery shopping?

The size of the health and fitness industry in the UK is impressive and growing with the figures revealed in a recent report.

 State of the UK Fitness Industry Report reveals that the UK health and fitness industry has more clubs, more members and a greater market value than ever before. For the first time ever, member numbers have exceeded 8 million, market value is over £4 billion and the penetration rate is at an all time high of 13.2%.’ http://www.leisuredb.com

With wearable sports tech becoming mainstream in 2015 consumers  awareness of their own fitness levels will become even greater, increasing the opportunities to engage with new potential members.

Rioch Brewer, Senior Statistician at Kantar Media Custom comments:  “The health and fitness wearables market is still in its infancy, and brands targeting younger audiences as well as those in the sport and leisure categories are leading the way. These figures are set to increase as brands innovate in this space as a means of attempting to engage with consumers and extend the overall brand experience. It is also interesting to see that consumers are happy to pay for apps and devices, which opens up additional opportunities for manufacturers and developers.” http://www.kantarmedia.co.uk

Getting the view from the customer or member can help to tutor managers to the selling points they have been trained in. They can view the results objectively and see if they are managing to deliver against the embedded sales or member mentoring process. The quality of the human interaction in this process is key, converting people who are not regular gym goers can provide a big increase in revenue and profit for a gym membership manager.

The benefit for mystery gym members

Of course there are some benefits for the mystery shoppers as well.  As part of our mystery shopper service for gyms we send our potential members in to measure not only the initial member consultation we also look at how well the member on boarding process commits the customer to a long term relationship with their gym of choice. This allows gyms to understand the reason for any potential high churn rates that they might be experiencing.

Our approach to health and fitness centre mystery shopping

Building strong relationships with your gym members through social media, phone calls, text messages, or face-to-face communication, can all help to increase attendance among members and get them involved in regular classes.

These social nudges can dramatically increase member visits. Increasing the attendance levels also increases the points of contact they have with the gym, building points of contact can increase the customer lifetime value of your members.

A typical mystery member gym programme might include:

  • New gym member consultation process.
  • Member show round visit to the health club, gym, fitness suite, tour.
  • Initial visits, training inductions and advice based around health and preferred sporting activity.
  • Relationship building within the trial offer period.
  • Membership advisor assessments

If you own or manage a health club or gym, you’ve no doubt already learned that great customer service is a pre-requisite to running a successful business. With everyone these days seemingly involved in a triathlon, marathon or some other sporting event we can help to ensure that your gym can convert and retain new members effectively.

We conduct mystery shopping visits in a range of approaches. Evaluating face to face interactions with Video Mystery shopping or testing your online, telephone  and social response success with our online and call centre mystery shopping.

To find out a little more read our client testimonial for our gym mystery member programmes.

Written by James Harper – Tern Consultancy Ltd – Linkedin  13/05/2015

Getting Paid to Shop.

Written by Victoria Swan and Jon @ the Money Shed│Tern Consultancy Ltd│15/04/2015

Getting paid to shop. It sounds too good to be true doesn’t it? I sat down with Jon from The Money Shed to tell all about what is really involved in Mystery Shopping with Tern.

Jon: Victoria, let’s begin by clearing up what a Mystery Shopper does…

Victoria: “As a Mystery Shopper for Tern you will be paid to visit our clients and observe their day to day operations whilst posing as a ‘normal customer’. So yes, you will be paid to shop and will often be reimbursed for any purchases that you make during an assignment.

You will be following an assignment brief which will tell you what you need to look out for during your visit and what you need to purchase (if anything): attention to detail is key for mystery shopping!”

Jon: What happens after you leave the store?

Victoria: “Whether you choose written, audio or video assignments you will record your experience as a customer using our online reporting system, attaching any necessary evidence:

  • Written Assignments: evidence will be captured in the form of a photograph (of the store front, your receipt or any other documentation received)
  • Audio Assignments: evidence will be captured through a covert audio recording device which will capture your conversation during your visit
  • Video Assignments: evidence will be captured through a covert camera attached to your clothing during the visit (often in the form of a button camera)

Our team of external editors will review your report and supporting evidence and provide you with detailed feedback along with a shopper score of 0 to 10 (with 10 being the highest). The higher the rating the more work you are likely to be allocated in the future.”

Jon: What equipment do you need to carry out written, audio or video Mystery Shopping?

Victoria: “As a Mystery Shopper for Tern you are able to carry out written and audio assignments as soon as you sign up: we will provide you with an audio device when you apply for any of our audio assignments.

To become a Video Mystery Shopper you will need to purchase your own covert video equipment: you can now do this directly through Tern with our recently launched Bronze, Silver and Gold video packages starting from just £299.99. These have been tried and tested by our team of Video Mystery Shoppers so you can invest in in confidence with Tern – visit www.tern.co.uk/video-shopper-tips for more information or get in contact using the details below.”

Jon: What type of work can you expect as a Mystery Shopper?

Victoria: “We have a range of clients so you may find yourself purchasing underwear one day and then sitting down for a mortgage consultation the next. Assignments at Tern cover high street retailers, car dealerships, financial services (banks and building societies), hotels (and leisure facilities), travel agents, opticians and pubs to name a few!

We also have a number of opportunities for those looking to work from home with regular email, telephone and online assignments which pay anywhere from £5 to £65 depending on the client.”

Jon: How long does an assignment take?

Victoria: “This depends on the type of assignment you pick up. We have retail visits which can be completed in under half an hour to financial visits which can take anywhere up to four hours – we make sure your fee reflects the amount of time and effort you put in.”

Jon: How much can a Mystery Shopper earn per assignment?

Victoria: “Again this is difficult to say because it can be anywhere from £5 to £200 depending on the type of assignment you are carrying out.

Mystery Shopping is ideal for those who are looking to make a little extra each month as you can easily fit the work around your lifestyle and prior commitments. You apply for assignments on a self-employed basis through our online Job Board, giving you the freedom to pick and choose assignments that suit your schedule.”

Jon: On the subject of payment, how do you pay your Mystery Shoppers?

Victoria: “We run payments on a weekly basis via BACS transfer which will be paid directly into your bank account.”

Jon: Do you need to live in a certain area to pick up assignments?

Victoria: “Absolutely not: from the Scottish Highlands to the White Cliffs of Dover we have opportunities for Mystery Shoppers across the UK.”

Jon: Finally Victoria, how can you sign up?

Victoria: “It’s quick, easy and free to become a Mystery Shopper with Tern, simply fill out our online registration form by visiting become a mystery shopper.

As a potential member of our team I would like to encourage you to get in contact if you have any questions (big or small) about joining Tern, I will always make time to speak to you!”

Email: [email protected] │Phone: 01939 235555 │ www.facebook.com/TernMysteryShoppersForum

Jon: Thank you for your time today Victoria.

If you are thinking about becoming a Mystery Shopper make sure you check out the Working from Home Toolkit and Mystery Shopping thread on the Money Shed Forum.

Call centre mystery shopping

How to get the most out of Call Centre Mystery Shopping.

Written by James Harper – Tern Consultancy Ltd – Linkedin  23/10/2014

Automotive Mystery Shopping for Car Dealerships, Manufacturers and Auto Services  Whether it’s assessing car showroom standards, service desk knowledge or the selling skills of the dealership representatives, the evidence we gather puts you in the driving seat of your customer experience.  Our mystery shopping programmes are built to look at key moments within the customer journey to help you understand and evaluate a range of factors.  With new car sales in a dynamic period of growth ensure that you maximise your business and sales potential with greater insights on performance.  ‘UK new car market up again in August 2015, marking 42nd consecutive month of growth’ http://www.smmt.co.uk/ 04/09/2015  Each programme that we deliver is made-to-measure to fit the requirements of your business model. We will support you in that process with the benefit of 25 years of experience.              Call us on 01939235555  Contact Us Client Video Testimonials  Automotive Mystery Shopping  How we conduct the automotive industry mystery shopping visits.  We can audit your business whether you're a vehicle showroom, tyre service centre or car hire company, by capturing hard evidence to assess areas of importance to you. We do this by using either video mystery shopping, audio device recording or getting our mystery shoppers to complete detailed written mystery shopping reports.   Watch the sample video.   What can we cover:  Showroom standards and presentation Test drive delivery and sales representative product knowledge Knowledge of automotive finance options and dealership event incentives Aftersales quality checking With this information you can:   Understand missed sales opportunities and implement training for improvement. Identify at dealership level, areas of non-compliance and poor service Verify that advertising campaigns are launched on time and executed properly Seek opportunities to improve the consumer journey from the initial enquiry How we deliver the reports and visit analysis:  After the visits/reports have been completed you will have access to a comprehensive suite of mystery shopping reports delivered through our online dashboard.

Call Centre Mystery Shopping – Telephone Mystery Shopping

We have all been there and unfortunately it’s happening with increasing frequency, press one for sales, press two for enquiries, press three for billing and four for any other enquiry. It’s at this point when our hearts sink as we realise we are about to disappear into a labyrinth of sub menus before we get to speak to a real person. I’m sure that most of us are in favour of efficiency savings and streamlining processes but sometimes the customer experience can be lost in automated call routing systems. What we need here is some call centre mystery shopping.

How many times have you been frustrated wasting your time on hold?

Consumers will accept automated call services to a degree as they realise it supports getting better value products and services and in some occasions results in a shorter calls. That said once you manage to get through to a call handler or operative the way the call is managed is extremely important, providing anything other than an excellent service can cost your business lost revenue and lose you customers. 

Whilst mystery shopping your contact centre can’t adjust the fundamental dynamics of how your calls are routed, you can still ask your mystery shoppers to provide feedback as a focus group. By conducting call centre mystery shopping you will be able to identify issues and problems you might not have known existed with either the call routing or service levels.

Do you rely to heavily on your contact centre call board to tell you the customer experience?

The numbers on the call centre dashboard are all people with different perceptions of your business, as they listen to your call hold music there opinion is being shaped before they even get to speak to the person they need.

You most likely record your calls already so it is possible for you to review a call when a complaint is made and see where a call operative has gone wrong. You can even ask for customers to complete an automated customer satisfaction survey at the end of the call. However sometimes this does not give you the complete customer picture. You can read more about our thoughts on mystery shopping vs customer satisfaction in our blog and why a customer satisfaction responses from real customers will only give you part of the picture and is not a complete measure of service.

What are the benefits of  Mystery Shopping your Call Centre?

Using mystery shopping for your call centre, as opposed to post customer satisfaction surveys, means that you can approach the service with predefined set of measures in place.  Customer Experience Managers, this is our call as customers for you to you to understand the full customer journey for your call centre. Why wait for the complaint to shape your approach to business change. Customer apathy towards modern call centres is well documented and has taken many column inches in our tabloids, a bleak picture of our customer relationship with call centres indeed ‘UK call centre customer service ‘in decline’  Browen Morgan – Research Live.

This is why when the call is finally answered the operative should be  courteous, polite and have the ability to resolve the customer query in the right way. If you have a known problem you can address it by making  sure that you can bring a record of it to your training sessions and then use mystery shoppers to ensure that is has been removed from the system.

So have you ever wondered how good your contact centre really is?

A high number of call centres in the UK are using call centre mystery shopping as a way of regularly reviewing performance with a view to enhancing customer service and improvement training.

By conducting call centre mystery shopping you can separate the experiences out from your main accounts and complete a survey defined against company standards.

You can consider the call from a number of perspectives and the mystery shopper can score the call operative alongside the brief. You might do this might be in relation to a compliance requirement but equally the way the call is handled in terms of customer journey can be measured, just like any other mystery shopping exercise:

Before you embark on a mystery shopper programme for your call centre you might like to consider the following points.

  • Are the call centre mystery shoppers roleplaying a new or existing customer?
  • Does the mystery shopper need a fake account number?
  • How far does the role play need to extend before shopper exits the call?
  • What am I trying to measure or understand?

If you’re considering running a call centre mystery shopping programme, Tern provide can provide you with guidance and we can tailor the programme to your needs. We can measure areas in isolation or as a complete customer  journey.

For more information on how we can help contact us today. For more information on how online an telephone journeys interact with other distribution channels go to our page on online and call centre mystery shopping.


Event and Exhibition Mystery Shopping

Whether you’re a business which showcases products at a number of annual calendar events or a company which employs an external agency to deliver on site promotional advertising, the investment you make in your exhibition is significant. To ensure that it’s performing to its optimum you can employ mystery shoppers to evaluate a number of different elements of your service offer. Utilising a mystery shopping company to conduct event and exhibition mystery shopping can help your business to ensure both your demonstration stands are delivering to your company standards and are available on site when required.


Events and Exhibitions Mystery Shopping

As a company you may like to consider the following approach to your event or exhibition stand mystery shopping.

  • Is the pop up or exhibition stand manned?
  • Are your sales and promotional staff knowledgeable and approachable?
  • Do they reflect the brand as required aligned to company standards?
  • Are they able to handle sales objections and queries confident and correctly?
  • Do they close sales effectively and capture customer information if applicable?

At Tern we are experts at delivering programmes which can be tailored to you needs. We will work with you to provide a tailored mystery shopping brief which stretches your staffs ability and also  helps you to understand if the know your customer element is being captured.

The Benefits of Event and Exhibition Mystery Shopping.

When one of  countries the premier Luxury Garden Room and Gazebo companies - Crown Pavilions wanted to asses sales staff performance at one of its popular calendar events, Tern were able to provide video mystery shopping to help measure its sales standards. The staff were encouraged to review their performance and were also scored by the mystery shopper who was given a detailed role play which put the team members through their paces.

For Crown Pavilions the sales process is paramount. Sales consultants must show that they know the customer requirements and that they are also understood clearly in return. They must be able to field technical questions about the product and build and also be able to answer questions in relation to local planning requirements. They must be able to do this whilst also building a rapport with the customer with a view to being able to progress the sale.

Head of Sales Marketing at Tern,  James Harper, said: “Crown Pavilions are a progressive company and really want to ensure that both the company and sales staff maximise their potential with a view to providing excellent customer service. By providing a challenging mystery shopping brief we were able to identify some key areas for customer service and sales improvement”

Crown Pavilions Consultant, Stuart Gauld, said: “At Crown Pavilions we exhibit at between 30-40 shows a year, ranging from the RHS Chelsea Flower Show, to Grand Designs Live, to Burghley Horse Trails, and even county shows, a very diverse set of shows. With this in mind the strategy and delivery of our sales pitch is key. We chose to use Tern to help us evaluate our performance. We had our own stand filmed, which has been a huge success in order for us to improve the what and how we do.  From start to finish Tern provided us with what every good company should do. They listened to exactly we wanted doing and how, they made suggestions along the way to help us, and they delivered the service they said they would, in the time they set. We will look forward to using Tern again next year to help us to continue to improve.

Alongside the mystery shopping activity, Crown Paviions will use Tern’s online portal to review results and monitor performance via a customised mystery shopping report dashboard.  They take advantage of surveys with built in manager action plans, streamed best practice video content and a tracked appeals process. You can see a short sample video demonstrating our mystery shopping reports below.

Find out more about our approach to event and exhibition mystery shopping fill in our contact form  or call us on 01939 235555.

Written by James Harper – Digital Sales & Marketing Manager – Linkedin Google+ 20/10/2014



Hotel Mystery Shopping for Customer Services (UK)

Mystery Shopping Hotels

Mystery Shopping Hotels- Read more about the Crowne Plaza Case Study below

Hotel Mystery Shopping and customer insights specialist Tern is delighted to be working with Crowne Plaza Hotel Edinburgh.

The partnership has seen Tern monitor and analyse levels of customer service by providing a bespoke hotel mystery shopping programme to evaluate the high standards expected at the upscale hotel which caters for business travellers, and to the meetings and conventions market.

Tern Digital Sales and Marketing Manager, James Harper, said: “It’s fantastic to work with a hotel chain which seeks to deliver exceptional customer service to all those who visit. Crowne Plaza Hotels recognise mystery shopping hotels can help the staff and management  teams to achieve its overall customer satisfaction goals and ensure that Visitors and Hotel guests receive a first class stay ”

Lucja Leonard, General Manager at Crowne Plaza Edinburgh Royal Terrace said of Tern: “I was very interested to get involved in working with Tern and gaining some further insights into my business through the use of mystery shopper reports. Whilst we are receiving great reviews about our customer service & quality following our guests stay, I was curious as to how well we were handling our customers prior to their arrival. It was certainly surprising to see the results. The mystery shopper reports from Tern have meant that we have made some positive changes to our procedures and the management of leads & calls coming into the business. A winning solution.”

Delivering a first class Hotel Mystery Shopping Programme

In working with Tern Crown Plaza Edinburgh were able to take advantage of surveys with built in manager action plans, streamed best practice video content and a tracked appeals process.

To find out more about how we can help you assess your hotel conference suite sales delivery and customer service performance within the Hotel Industry and leisure sector call our team on 01939235555. Or why not visit our mystery shopping page to find out a little bit more about our approach and delivery methods for Hotel Mystery Shopping and read the case study in full.

Written by James Harper – Digital Sales & Marketing Manager – Linkedin Google+ 24/07/2014