News

We Need You – Mystery Shoppers Required!

We need you – Tern Consultancy is now recruiting for mystery shoppers to work on mystery shopping vacancies for assignments throughout the UK. If you are looking for a flexible job where you can choose your assignments and when you do it, this may be the job for you. About Tern Established in 1989, Tern…




The Benefits of being a Mystery Shopper

Are you looking for a job that allows you to work when you choose, doing only the jobs you choose with the potential for free dining experiences, days out and shopping opportunities? These are just some of the benefits of being a mystery shopper for Tern, one of the UK’s principal mystery shopping agencies. Find…




New website launched for Tern

Tern is delighted to launch its new website – creating a new exciting online hub providing all the information you may need about our mystery shopping agency based in the West Midlands. About Tern Since launching in 1989, Tern has developed a reputation as a leading mystery shopping firm, working with some of the nation’s…




The Impact of Rising Inflation on Consumer Behaviour

  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…




The Challenges of Low Footfall in Retail

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…




Are you still feeling the love for ‘Customer Advocacy’?

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 Casual Dining Sector – Growing with delivery

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…




Video Innovations in Mystery Shopping

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…




What’s Your Customer Service Focus for 2017?

Most companies have a strapline or brand tagline that describes what they believe their service or product stands for, in many cases it places the customer right at the forefront of their thinking. Sometimes these taglines also double up as brand identifiers. For example, Tesco’s famous tagline ‘Every Little Helps’ doesn’t require much imagination from the…




Mystery Shopping Gambling Operators

With online now the dominant gambling channel in the UK and research indicating that 450,000 children gamble very week is it time for operators to increase compliance monitoring of gambling and betting in general? “New report indicates 450,000 children gamble every week” Source Gambling Commission Mystery Shopping Gambling Operators Of course, we can’t always tell…




Consumer Credit Mystery Shopping

The Rent-to-Own Sector With the FCA shifting its focus towards companies supplying in the Rent-to-Own  marketplace, high cost credit providers are continuing to attract the attention of the financial regulators. So, is it now the right time for these high cost credit companies to focus on the customer first? After all, the rest of the…




One Click Regional Manager Action Plans

Our new  ‘Customer Service Pulse’ add-on allows you to turn complex mystery shopping report  data into clear area or regional action points. The new service performance review tool will transform the way you communicate with your area managers. The function provides a simplified view of big data that those within customer insights, operations and training teams should all have access to….




Do Tech Advances Result in a Better Restaurant Experience?

With the food service sector set to be worth £56.3bn by 2019 there is clear evidence that our changing lifestyles and increasing availability of free time is allowing us to sample a greater range of food experiences than ever before. Source: http://www.hrzns.com/  Combine that with the growth of food-to-go/quick service restaurants and we’re beginning to see how…




How Much does Mystery Shopping Cost?

Is it right for my business? The benefits of mystery shopping are undoubted. Yet some businesses decide that this method of research is either expensive, outdated, or somehow inferior to online customer satisfaction surveys (CSAT).  Why is that? Mystery shopping is a long established method of customer research which is great for collecting content rich data….




Mystery Shop+ Your mystery shopper giving you direct video feedback

Mystery Shop+ Your mystery shopper giving you direct video feedback VoxPop Video Feedback SurveysPut 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…




Estate Agency Mystery Shopper Programme

Award winning estate agency service can start with a mystery shop With an ever increasing amount of house buying research and activity taking place in the property portal market, traditional high street agents are having to work harder than ever to exceed their customers expectations. We can help you to achieve this with our combination estate agency…




8 Mystery Shopping KPIs to Understand Business Performance

Mystery Shopping Key Performance Indicators How do you find out if your store customer service is living up to expectations? The answer can lie with key performance indicators – Mystery Shopping KPIs There are a number mystery shopping KPIs you can use to measure customer service and the success of your customer service strategy. Different measures…




Health and Beauty Mystery Shopping

Mystery shopping within the Health and Beauty industry has a number of benefits. Conducting detailed mystery shopper research can help you to improve performance and profitability whilst ensuring a compliant service delivery which your customers will love. ‘The industry employees an estimated 250,000 workers and has an annual turnover averaging £5.25 billion’ Source: http://www.hse.gov.uk/ Measuring location…




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. For the charity sector ensuring that fundraising activity is conducted in the right way is critical…




Linking Compliance Audits to Customer Satisfaction

The term “compliance” gets a raw deal. Immediately the term suggests rules, regulations, inspections, audits and negatives outcomes for those that drift outside of the rules. We tend to  think of sectors like the financial services industry or maybe areas where there is a degree of risk such as health and safety. Seldom do we…