News & Blog

15

Jan

2018

It's remarkable!

A Remarkable guest feedback programme for a Remarkable company… Remarkable Pubs chief Elton Mouna has asked Service Monitor to capture his guests’ feelings through a mystery customer programme - but not as we know it. Rather than score a report after the visit, one of Service Monitors researchers calls and takes the guest through a recorded interview.

14

Sep

2017

Elite Hotels

Service Monitor are very proud to announce that Elite Hotels have commissioned us to create and run a bespoke mystery customer programme for the magnificent hotels they own. Hotels including Luton Hoo, The Grand Hotel Eastbourne, Ashdown Park and Tylney Hall will all have their customer experience assessed via our mystery customer programme.

28

Aug

2017

Laines London

Having worked with Peter Linacre and the New Pub Company for many years it was a great surprise to hear that Laines London had bought the majority of the pubs within the group. However initial meetings have led to Service Monitor now working with Laines London and offering a developed mystery customer programme for the purchased venues. Additional programmes such as assessing venues accessibility for disabled customers are in discussions and a long-term relationship with this exciting business is hopefully underway.

14

Aug

2017

Brewhouse & Kitchen

Continuing the trend of previous clients coming back, we have been engaged by Brewhouse & Kitchen to once again create a specific mystery customer programme for their food and craft beer venues. Having on site brewing facilities as well as an inventive menu has helped B&K move onto 17 venues now – our latest programme will focus on the new training to ensure all customers are looked after from the moment they arrive in the pub.

01

Aug

2017

Chapter Living

As the UK student accommodation arm of the international group Greystar, Chapter Living is major player in the provision of high quality student accommodation in London, predominantly catering for overseas students arriving in the UK for the first time. Due to the nature of the residents and the relationship within the buildings we have designed a comprehensive programme of research activity that incorporates video mystery customers, SMS surveys, online surveys with touch screen kiosks on-site and telephone mystery customer calls. The programme stretches across all residents in their 8 fantastic buildings – hoping not to interrupt their studies (or use of the on-site gym) too much.

14

Jul

2017

sms surveys

As is often the case with developments it is from a client request that we have investigated the development of an SMS survey offer within the Service Monitor.

News & Blog

15

It's remarkable!

14

Elite Hotels

28

Laines London

14

Brewhouse & Kitchen

01

Chapter Living

14

sms surveys

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