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.

Brand Compliance Audits

We help you understand, track and monitor exactly what is happening across your estate to ensure that your company’s brand and marketing activities align with internal guidelines and external regulations.

Depending on the nature of your business, a carefully planned and well-written comment card is a great tool to allow customers to express their opinions and provide valuable feedback.

Let us help you understand what your competitors are doing, how they compare to you and how you can maintain your edge.

Give your employees a chance to be heard and listened to, and use their feedback to make your company better.

Interviewing face to face with customers is a personal and friendly way to gain insight - and customers generally appreciate being asked for their views.

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

Taking place either online or in a physical location, when you want to investigate your customers' or potential customers' thoughts in more depth, focus groups are the perfect tool.

Mystery telephone calls, also known as “phone audits,” are calls made by a trained individual to a business posing as a customer in order to evaluate the quality of customer service.

Profiled to your business, our mystery customers are real customers providing genuine experiential feedback to help you understand the reality of, and provide a high detail of, the customer journey in your business.

Do customers contacting your business get a personal, accurate and timely response to their queries?

Connecting into all the major review platforms such as Google, TripAdvisor, Facebook and Design My Night, we bring your public reviews into one place so they can be responded to and analysed centrally.

Let us build your dynamic and fully responsive online surveys to engage with your customers and understand their experiences.

Listen to your customers by sending surveys direct to them via SMS or use text to promote your online survey.

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.

Our voice enabled online surveys provide an option for respondents to answer questions using their voices, rather than typing.

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!

Services

Brand Compliance Audits

Comment Cards

Competitor Benchmarking

Employee Surveys

Face to Face Interviews

Feedback Kiosks

Focus Groups

Mystery Caller

Mystery Customer

Mystery Emails

Online Review Collection

Online Survey

SMS Surveys

Video Mystery Customer

Voice Online Survey