Customer Experience Expertise, Not Just Survey Tools
We’re not a survey platform - we’re customer experience specialists who happen to build excellent surveys.
While tools like SurveyMonkey give you the technology, we give you the expertise. With 35+ years measuring customer-facing service interactions, our team consults on survey design, advises on question flow, and builds custom solutions that integrate with your existing systems - delivered through whatever channel works best for your customers.
We work primarily with hospitality, contract catering, and visitor attractions, but our expertise applies anywhere there’s a customer service interaction to evaluate and improve.
What Makes Us Different
Customer Experience Expertise We help you ask the right questions in the right way. Our 35+ years measuring customer-facing service interactions means we understand what drives satisfaction in restaurants, contract catering, hotels, visitor attractions, and service-based businesses - not just generic survey best practice.
Full-Service Approach We handle everything: survey design consultation, technical setup, integration with your existing systems, prize draw management (including legal compliance), and ongoing optimization based on results.
Multi-Site Specialist Managing feedback across multiple locations? We customize surveys per site while maintaining brand consistency and centralized reporting. Different locations can have different questions, branding, and follow-up processes.
No Response Limits We never charge per response or limit feedback volume. The more data you collect, the better insights we can deliver.
Flexible Delivery Methods
We deploy surveys through the channel that best reaches your customers - whether you need ongoing feedback programmes or one-off research projects.
Digital Delivery
Online Surveys Email links, website embeds, QR codes, and pop-up banners - multiple digital touchpoints to capture feedback when customers are most engaged. QR codes have become particularly effective in hospitality settings, allowing customers to provide feedback immediately from their table or before leaving your venue.
Physical Touchpoints
Feedback Kiosks Smart, real-time feedback stations placed at key moments within your venues, allowing customers to offer immediate ratings and opinions. Kiosks are physically stationed within your locations, providing a visible sign that you care what customers think and generating high volumes of feedback.
Paired with Instant Alerts, you can resolve issues before customers even leave the venue. Kiosks offer convenient, quick feedback without requiring customers to wait for email surveys or remember to provide feedback later.
Comment Cards For secure or sensitive environments where digital devices aren’t permitted - such as military sites, security facilities, or restricted areas - comment cards provide an effective feedback solution.
We process comment cards using AI-assisted scanning and data entry, ensuring feedback is captured and analyzed alongside your digital customer experience data on your online dashboard. This ensures comprehensive feedback collection even in environments where smartphones and tablets can’t be used.
Qualitative Research
Face-to-Face Interviews For deeper insight, face-to-face interviews capture real-time feedback from your customers - not just those motivated by extreme experiences.
Face-to-face interviewing is personal and friendly, and customers generally appreciate being asked for their views. It’s particularly valuable for:
- Understanding customer preferences and expectations in your specific service context
- Testing new concepts or locations before significant investment
- Exploring why potential customers aren’t using your services yet
- Deep-dive research projects requiring detailed qualitative feedback
Service Monitor has a highly skilled team of face-to-face researchers we can deploy across the UK to help you understand your customers and potential customers through in-depth, qualitative conversations.
Research Quality & Methodology
With 35+ years of market research experience, we apply rigorous methodology to every survey project - whether ongoing programmes or one-off studies.
Survey Design Excellence We design surveys that avoid bias and leading questions, using balanced scales and neutral language to ensure reliable, actionable data. Questions are user-centric, clear, and focused on gathering insights that drive decisions.
Data Quality & Integrity Every survey includes data validation, randomization where appropriate, and quality checks to verify data integrity. We respect customer privacy throughout, maintaining full GDPR compliance and transparent data handling practices.
Targeted & Representative Whether you need broad customer feedback or targeted research on specific segments, we design sampling approaches that deliver representative, high-quality responses. Our research methodology ensures you can trust the insights to inform strategic decisions.
How We Work With You
Consultation & Design - We advise on the right questions and survey structure for your business objectives
Channel Selection - Together we choose the delivery methods that best reach your customers: digital, physical, or qualitative
Setup & Integration - We handle all technical setup and integrate with your existing systems where needed
Deployment & Management - We launch and manage your surveys with ongoing support and optimization
Insight & Action - You monitor responses through your dashboard, receive instant alerts for critical issues, and we help identify trends for strategic improvement
Delivering Comprehensive Insight
Instant Alerts notify you of critical feedback for immediate action, while ongoing analysis identifies longer-term trends and opportunities. All feedback - regardless of collection method - flows into your centralized dashboard for comprehensive insight.
Whether you need ongoing customer feedback programmes, one-off research projects, deep-dive studies, or multi-site survey management, our 35+ years of customer experience research expertise ensures rigorous methodology, high data quality, and actionable insights that drive real improvement in your service delivery.
Looking for AI-powered adaptive surveys? Check out Active Insight - our next-generation survey platform that uses AI to ask better follow-up questions automatically.
Ready to design a feedback programme or research project that delivers reliable insights? Contact us to discuss your requirements.