Customer Feedback Across Every Market

Service Monitor runs ongoing customer feedback programmes for multinational and multi-site operators. We work with global brands across the UK, Europe, and the Middle East, running surveys in more than 30 languages and collecting around 160,000 online survey responses a month, around 2 million a year. Every result reaches the right person, from the global leadership team down to each site manager, in their own language.

These are long-term programmes, built for organisations that need one consistent view of their customers across many markets.

What a Multi-Country Programme Includes

One programme, many markets. Every country shares a core set of questions and scores, so results are comparable across the whole business. Local teams can add their own questions without breaking the comparison, and new markets can join an existing programme quickly.

Feedback where customers already are. QR codes, touchscreen kiosks, email, and app integrations collect feedback at the point of service. Gamification, such as instant-win games and prize draws, keeps response rates high. We never charge per response.

Local languages. Customers answer in their own language, and country teams read their results in theirs. AI analysis groups comments into themes and sentiment across languages, so a pattern in one market can be compared with another without translating everything by hand.

Access for every level. Dashboards are mapped to your hierarchy: site, area, region, country, division, and global. Row-level security means each person sees what they should, and single sign-on lets staff log in with their corporate credentials.

Action, not just data. Instant alerts flag feedback that needs same-day attention. Automated reports go to the people who need them, and APIs send data into your own systems. We also work with your teams directly, reviewing results and recommending what to change.

Built for Large Organisations

Large programmes need more than survey software. They need someone to design the questions, set up each market, manage the rollout, keep response rates up, and turn millions of answers into something a site manager can act on. That is the service we provide.

  • Scale: around 160,000 online survey responses a month, in more than 30 languages.
  • Consistency: the same core measures in every market, so global benchmarks mean something.
  • Security: hosted on AWS, with role-based access, row-level security, and single sign-on.
  • Continuity: programmes that run for years, growing from one division or country to many.
  • People: a dedicated key account manager and a team that works as an extension of yours, not just a login to a portal.

Proven With Global Brands

We run long-term programmes for global brands across the UK, Europe, and the Middle East. Many start in one market or division and grow as other teams see the results, until the programme becomes the standard across the business. Global teams track customer satisfaction across every market, while each country and site sees its own results.

How We Set Up a Programme

Discovery: we learn your structure, markets, and what each level of the business needs to know.

Design: we agree the core questions, local additions, languages, and collection channels for each market.

Rollout: we launch market by market, with setup and translation handled for you.

Reporting: dashboards, alerts, and reports go live, mapped to your hierarchy.

Ongoing management: we monitor response rates, review results with your teams, and refine the programme as the business changes.

Programmes can also include mystery customer visits, mystery calls, and review monitoring, with all results in the same dashboard.

Frequently Asked Questions

There is no fixed limit. We run programmes across the UK, Europe, and the Middle East, in more than 30 languages. New markets join an existing programme using the same core questions, so their results can be compared with every other market.

Yes. Customers answer in their own language and each country team reads its results in its own language on the portal. Our AI analysis processes comments across multiple languages, so themes can be compared between markets without translating every comment by hand.

Everyone who needs to. We map reporting to your hierarchy, so a site manager sees their site, a regional or country lead sees their portfolio, and the global team sees the whole programme with drill-down. Row-level security controls what each person sees, and single sign-on lets staff log in with their existing corporate credentials.

Yes. Every market shares a core set of questions and scores, so you can benchmark countries, regions, divisions, and sites against each other. Countries can add their own local questions on top without breaking the comparison.

By making feedback quick and easy to give where customers already are: QR codes at the point of service, touchscreen kiosks, app integrations, and email. Gamification, such as instant-win games and prize draws, adds a reason to respond. We never charge per response, so there is no cost to collecting more.

Yes. Results are available through APIs for teams that want to pull feedback into their own reporting, data warehouse, or client systems, alongside our dashboards, automated reports, and instant alerts.

Running customer feedback across several countries or hundreds of sites? Contact us to talk about a programme for your organisation.