News

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….