Our Approach

At Tern, our mystery shopping research has been developed and refined through years of experience, from project setup, right through to report delivery. Your needs and requirements are central to our organisation.

Our teams are enthusiastic about their sector specialisms and able to provide you with a wealth of experience and insight specific to your industry.  Whilst we have the resources and capacity to undertake large programmes, we are also small enough to retain a high level of care and one to one service.  Our work ethic is no doubt our greatest strength and this shines through in our client relationships. We gain understanding of how your business operates, then organise our expertise around your needs to ensure the mystery shop exercise and resulting business insights are delivered both quickly and effectively.


Fact Find

At the start of the project we conduct a thorough fact find and consultation. Working closely with our clients allows us to get a genuine feel for your needs to enable us to present the most suitable mystery shopping solution. At this stage you will already have been assigned an account manager and will be developing the programme with the individual who will go on to run it. From the findings, we provide a detailed proposal and research framework.


Mystery Shopping Project Setup

Once all of the objectives have been agreed, your account manager will guide you through the project and the key actions.

Your Account Manager will liaise with you on the mystery shopper brief and survey content. In this area, we have as much or as little input as the client requires. Once everything is approved we will start to assign the project to our scheduling team.


Mystery Shopper Scheduling

Our scheduling team actively manage all our locations and mystery shop visits. Closely working with your account manager to assign the most suitable shoppers for each task. For complex programmes or where there is a specific shopper requirement, we can set tests and qualifications to refine the shopper team and ensure they are the right demographic and/or have specific experience or attributes as individuals.


Delivery and Reports

Once all of the mystery shopping tasks are completed the reports are scrutinised by our editing team and undergo 100% quality assurance checking before being released to our clients. With the reports completed, your account manager will configure your dashboard and talk you through the findings (normally via screenshare) to ensure you have all the information you require immediately at hand.

Whatever your query you can expect a friendly, efficient and professional response.


Review and Improve

Mystery shopping is an on-going improvement process that brings accountability into service delivery. We work with our clients to ensure that the programme is having maximum impact and that good and poor performance are both recognised and acted upon.