About Service Monitor Image

About Us

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 do
We offer a range of tools to be able to deliver a blended combination of high volume top line emotive feedback through to detailed compliance testing in order to give you a complete picture of what your customer experiences.
How we do it


Understanding 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.

Mystery Customer

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.

Video Mystery Customer

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.

Online Surveys

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.

Feedback kiosks

Smart, real-time feedback placed at key moments within a business allowing real customers to offer real-time ratings and opinions.

Mystery Caller & Emailer

Using our specialist UK based team we can monitor your conferencing, events and reservations telephone and email handling processes.

F2F Interviews

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.

Focus Groups

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 Review collection

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.

Online Review Analysis

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.

SMS Text Surveys

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.

Bespoke Reporting

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.

Action Alerts

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!



We're proud to have long working relationships with some of the best-known brands and businesses in the UK.