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.