Services

We offer a wide range of services 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.

Active Insight

AI-powered adaptive surveys that ask smarter follow-up questions based on each response. Richer feedback, actionable insights, no survey admin required.

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Employee Surveys

Employee feedback and engagement surveys that give your team a voice. Traditional surveys or AI-powered adaptive questioning via Active Insight.

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Focus Groups

In-depth customer research through moderated group discussions. Physical sessions with tastings and testing, or online focus groups with experienced researchers.

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Mystery Caller

Mystery calls, email audits, and telephone interviews by our UK-based team. Evaluate customer service, gather feedback, and reach hard-to-target audiences.

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Mystery Customer

Real customers providing authentic experiential feedback on your customer journey. Includes brand compliance audits, competitor benchmarking, and video mystery shopping capabilities.

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Online Review Collection

Aggregate reviews from all major platforms into one dashboard. AI-powered analysis uncovers trends, sentiment, and competitive intelligence from your online reputation.

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Online Survey

Expert survey design for customer-facing service businesses. Ongoing programmes or one-off research projects with rigorous methodology and data quality.

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Companies we have worked with

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

What our clients say

Testimonials

2023 was a year of challenges and successes, and we couldn’t have achieved our goals without the constant support, tireless efforts, and exceptional dedication you provided.

I am truly grateful for the collective work and invaluable contribution of each member of the Service Monitor team. Your commitment to excellence was evident at every stage of the development of the 2023 surveys. The quality of your service and attention to detail exceeded my expectations, and I am thrilled to have the opportunity to work with such a dedicated team.

Here’s to a new year filled with exciting opportunities and ongoing collaboration. I look forward to what the future holds, and I am confident that together we will achieve new milestones in 2024.

Yuliana Daniela Camacho Gonzalez

Compass Group España

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.

Nick Corden

Fuller, Smith & Turner

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.

Angela Barlow

Training Manager, Shepherd Neame Ltd

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.

Elton Mouna

Managing Director, Remarkable Pubs

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!