Market research agency specialising in customer feedback for the hospitality, leisure and retail industries.
For over 25 years our knowledge of how best to apply market research techniques within these unique environments has benefited our enviable client base greatly.
We use the most appropriate customer research methodology to help your business identify exactly what changes will drive customer loyalty, spend per visit and likelihood to recommend.
Your business benefits from enhanced connectivity between you and your customers, ensuring you consistently deliver the required standards to keep satisfaction, loyalty and advocacy at the highest possible level.
Based in our offices in beautiful Berkhamsted we are a dedicated group of people who love what we do - come along and meet us to find out for yourself.
What we doUnderstanding customers, their expectations, experiences and preferences is never easy - but it is essential.
Service Monitor offers a range of tools to provide the perfect balance of robust response rates and detailed insight.
Either utilised on their own or blended together in a CEX programme we provide businesses such as yours with detailed mystery customer visits, quick but insightful online feedback surveys, human eye sentiment analysis of social media based reviews, point of experience touch screen feedback kiosks as well as traditional focus groups and face to face interviews, ensuring the research we provide fits perfectly with your culture and customer preferences.
Profiled to your business - our mystery customers are ‘real customers’ providing genuine experiential feedback - still one of the best research methodologies to understand the reality of, and provide high detail, of the customer journey.
Bring the mystery customer visit to life by having them video recorded - see exactly what the customer sees providing powerful feedback for training and staff development.
Dynamic and fully responsive web surveys to engage with your customers and manage your own feedback. Surveys use advanced filter logic and available data to give the best user experience possible.
Smart, real-time feedback placed at key moments within a business allowing real customers to offer real-time ratings and opinions.
Using our specialist UK based team we can monitor your conferencing, events and reservations telephone and email handling processes.
Interviewing your customers, within your venues, as they engage with your business, drives real time feedback and captures all views - not just those motivated to give feedback due to extreme experiences.
When you want to investigate your customer thoughts in more depth - Focus Groups are the perfect tool. Allowing a group of your customers to discuss what is most important to them regarding your offer - or helping define what your offer should be.
Online reviews can make or break a business. We monitor public review sites for your locations from up to 18 popular review sites such as Facebook, TripAdvisor and Google and bring all the information together into one place.
Where automated sentiment analysis doesn’t work - our approach does. Providing collation, analysis and ‘human eye’ sentiment categorisation to bring you enhanced insight beyond the 5 star rating.
Target the smartphone generation by sending surveys direct to them via SMS and text promoted online surveys. Get immediate feedback to the questions you need answers to now.
All clients enjoy bespoke reporting - dashboards, pdfs, online portals & galleries. We also bring in internal KPI's & Social Media feeds to allow a one stop shop. But we don’t just report numbers, we suggest solutions, actions & act as an extension of the client team.
Urgent issues can't wait for your team to log in and view their results - they need to be understood and actioned immediately. This is where our Instant Action Alerts are essential - customer issues, to your inbox, as it happens!
"The team at Service Monitor are true champions of customer service. They provide Fuller’s with real insight across both business to customer and business to business programmes; all presented in a compelling and personalised way"
"We have worked with Service Monitor for a long time and developed our mystery reports to match the changing expectations of customers and styles of our businesses. The reports are invaluable and form part of how we measure the customer experience, the themes where we develop new customer experiences, as well as identifying where we need to be improving our overall offer. They form part of our metrics on customer response and allow us to gain insight in a way we can’t by other methods."
"Service Monitor triggers change. They have an incredible knack of getting to the very nub of what a customer thinks and understanding the impact on a business. Critically they then give good clear no-nonsense advice on what needs to be done. The team at Service Monitor have been an integral part of my strategy in all senior roles I have held in the hospitality business."
"Service Monitor instantly got to grips with the nuances and challenges of our business and helped us forge a successful customer feedback strategy. We have improved usability of our system for both customers and operators alike, which has seen our response rates increase three-fold. The technical support and monthly reporting has been great too!"
"Having Service Monitor on our side is like Britain having radar in WW2."
We're proud to have long working relationships with some of the best-known brands and businesses in the UK.
