Selecting the right automotive mystery shopping company for your sales improvement programme is important. When one of the UK’s leading BMW dealerships– BMW Rybrook selected Tern to conduct thier video mystery shopping  we were delighted to be able to share our 25 Years of Mystery Shopping experience with this premium brand. Rybrook understand the importance of providing a quality customer service and utilise…

Is my customer satisfaction data reliable? Reliability is everything in the world of data and gathering information on your customer experience is no different.  To develop your service model and build customer loyalty you need accurate reliable feedback on customer satisfaction levels. Yesterday I was in the post office and as I left, a member…

Tern Consultancy started mystery shopping in 1989 and in that year the Berlin wall fell, the internet was born, Margaret Thatcher was in power and Dawn Edwards (founder of Tern) started to help UK High Street stores by giving them a unique insight into what was happening on the shop floor. Written by James Harper – Digital…

Mystery shopping your favourite jewellery stores Written by James Harper – Digital Sales & Marketing Manager – Linkedin | Google+ 06/05/2014 Jewellery mystery shopping and customer insights specialist Tern is delighted to announce a new partnership with one of the UK’s leading Multi Brand Jewellery Retailers– Hugh Rice Jewellers. The partnership will see Tern monitor, analyse and help improve levels of…

As a mystery shopping provider we frequently get involved helping our clients with survey design because a well thought out survey is critical to the success of the programme.  Essentially a good survey will be short and punchy and contain a series of logical, objective questions.  My five golden rules are as follows; Keep the…

In the quest to build a loyal customer base, what methods should a company use to measure customer service?  Technology has made it easier to ask genuine customers how they feel about the service provided and our feedback culture means that people are quite prepared to give up their free time to tell you what…

Countdown to the implementation of the Mortgage Market Review With homebuyers reaching record highs are you ready? New rules created by the Financial Conduct Authority will impact your business. Make sure that you have a robust Mystery Shopping Programme in place. As a business you may feel that you’re ready for most eventualities, but have…

Whether you are running a top class restaurant, a local boozer or a retail chain, you want to make sure that your customers have an experience that is good enough to make them come back, but more importantly, good enough to spread the word. It is no secret that peer-to-peer recommendations are the most powerful…