About Tern

Tern Consultancy started its life back in 1989. It was set up by mother and son team – Dawn and Gary Edwards – and initially operated as a customer service training consultancy. However, by the early 1990’s it had started running mystery shopping programmes and secured Black & Decker Service Centres and HMV as clients shortly afterwards.

Today Tern is now one of the UK’s leading mystery shopping agencies, and has since built a reputation for designing and operating mystery shopping programmes that deliver visible customer service improvements for a diverse range of companies and sectors.

Tern has expertise delivering mystery shopping programmes in the retail, hospitality & leisure, convenience, automotive, health & welfare and property sectors. Our services include mystery shopping research, call centre mystery shopping, retail audits, video mystery shopping, customer satisfaction surveys, voxpop video feedback, under age sales testing and mystery shop reporting.

We have an experienced leadership team based at our Head Office in Wem, Shropshire, in addition to more than 20,000 trained mystery shoppers working in the field. We work with household brands including BMW, Fossil, Specsavers, David Lloyd Clubs and Crown Plaza hotels.

Tern Consultancy History…

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Tern Consultancy is formed by Gary Edwards and Dawn Edwards and focusses on customer service training for Shropshire businesses

1989
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Tern wins training contract with Wade Smith in Liverpool and Mystery shopping is introduced as a service

1990
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Tern wins first Nationwide mystery shopping programme with HMV

1992
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Video mystery shopping is introduced to the UK by Tern

1996
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The business relocates to our current offices

1998
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Tern joins the Mystery Shopping Providers Association

2003
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Tern partners with SASSIE to deliver market leading mystery shopping software

2004
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The business becomes incorporated and Tern Consultancy Ltd is formed

2008
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Gary Edwards becomes Managing Director

2008
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Specialist covert audio service launched for compliance mystery shopping in financial services

2010
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Dragon reporting dashboard adopted and mobile reporting app launched

2014
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Claire Price appointed Operations Director

2015
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28 years on and we are still going from strength to strength

With 50+ active clients including Subway, Santander, Nationwide, Compass Group, David Lloyd and many more household names.

2017