Silent Customer

Silent Customer Mystery dining & customer feedback for forward thinking, service led, businesses

Covert assessments and customer feedback data for businesses who want to attract more customers and keep hold of the ones they have!

"What on earth is a dry cappuccino?" my husband asked as I was telling him this story.As you can imagine, this is not a ...
21/07/2026

"What on earth is a dry cappuccino?" my husband asked as I was telling him this story.

As you can imagine, this is not a blog about different types of coffee although that could be quite interesting for all you coffee lovers, it is an illustration of the importance of 'Service Recovery'.

People make mistakes but it is what you do afterwards that makes the biggest difference.

Read my full blog here to find out more:

https://www.silentcustomer.com/a-dry-cappuccino-a-lesson-in-customer-loyalty/

Sally goes above and beyond in supporting our Silent customers as well as our client's so it means so much to get feedba...
24/06/2026

Sally goes above and beyond in supporting our Silent customers as well as our client's so it means so much to get feedback like this from one of our mystery shoppers...

'Can I just add that all the prep notes were invaluable to ensure that everything was clear.

I've done many similar audits before but none as straightforward & clear as this.

Thank you for the work these past few weeks. It's so refreshing working for a new company that is so straightforward'

My latest blog 'have training apps had their day?' has just been published.Take a look via the below link: https://www.s...
19/06/2026

My latest blog 'have training apps had their day?' has just been published.

Take a look via the below link:

https://www.silentcustomer.com/have-training-apps-had-their-day/

I explore the shift in methods of training our team and the affect this may have on our customer's experience.

Have you been on a course through a training app? Was it a positive experience for you? Let me know below.

A new beginning for our next chapter! Silent Customer is excited to announce that we have joined SHARCC Group, where we ...
17/06/2026

A new beginning for our next chapter!

Silent Customer is excited to announce that we have joined SHARCC Group, where we will add our expertise in customer experience insight, mystery shopping, behavioural analysis and hospitality sector consultancy to an already formidable portfolio of research businesses.

Our Founder, Janet Wood, and Sally Godwin will continue to play an active role in the business, alongside our new Directors, James Keleher and Greg McDonald. Together, they bring extensive industry experience and a shared ambition to build on the strong relationships we have with our existing clients while creating new opportunities for growth.

This marks an exciting milestone for our team, and we look forward to enhancing our offering, expanding our capabilities, and continuing to deliver valuable insights and exceptional support to our clients.

We’d like to thank our clients, partners, and colleagues who have been part of our journey so far, and we’re excited about what comes next.

Full announcement details here: https://lnkd.in/et4mxMAJ

Who remembers the BYO trend?My blog 'BYO - so, there's a thought' has just been published where I talk about the possibl...
26/05/2026

Who remembers the BYO trend?

My blog 'BYO - so, there's a thought' has just been published where I talk about the possible benefits of re-visiting Bring Your Own drinks.

View it here: https://www.silentcustomer.com/byo-so-theres-a-thought/

With the hot weather making people want to enjoy the sunshine and meet up with friends, do you think BYO would be an incentive to eating out as people watch their outgoings? Would love to hear your thoughts below.

My latest blog 'Order-at-the-table apps should generate more engagement, not less' has just been published, access via t...
14/05/2026

My latest blog 'Order-at-the-table apps should generate more engagement, not less' has just been published, access via the below link:

https://www.silentcustomer.com/order-at-the-table-apps-should-generate-more-engagement-not-less/

Within it I discuss whether this technology can give us a stepping stone into giving a better overall experience to our customers instead of reducing the time spent with them.

Let me know what you think?

Would you like to have human interaction as part of the overall dining-out experience or would you prefer to be left in your own bubble? Comment below.

My latest blog is now live via www.silentcustomer.com/do-gms-have-a-parental-role/If you are a GM, take a look for some ...
20/03/2026

My latest blog is now live via www.silentcustomer.com/do-gms-have-a-parental-role/

If you are a GM, take a look for some useful insights to consider regarding getting the most out of your team.

As always, I am happy to share my insights in understanding behaviours - if this is something your would like some support with, do get in touch.

www.silentcustomer.com

Guess when the first JD Wetherspoon pub opened?1979. I know! Yonks ago. Tim Martin funded his first pub with a loan from...
16/03/2026

Guess when the first JD Wetherspoon pub opened?

1979. I know! Yonks ago.

Tim Martin funded his first pub with a loan from his parents, a bank loan and his own savings — around £20k, which is roughly £100k in today’s money.
Not peanuts, I grant you. And it took 10 years before his concept of large pubs selling cheaper food and drink really took off.

Today there are over 800 Wetherspoon pubs.

One recently opened in very posh, new monied, Marlow in Buckinghamshire. Despite much moaning from those who consider themselves above such a “low-brow” venue, it has been a huge success.

Martin has seen and survived it all: The Black Monday crash and subsequent recession, the Global Financial Crisis in 2008, Brexit, COVID-19 pandemic… and now — well, its certainly tough times again.

What I find incredible is that despite Whetherspoon's steady, strong growth and filling an obvious need in the market, I can't think of any direct competitors.

During the casual dining boom of the mid-2000s, everyone else chased the same middle market and borrowed as if money grew on trees… which, in a way, it did.

Now we are seeing leaner times, the existing casual dining market is contracting, Yet, new casual dining concepts are still being bankrolled by huge parent companies, putting even more suppliers at risk. The reinvented Jamie’s being one example.

Recently I’ve heard “social dining” concepts being talked about. I hope they succeed, because eating out or even going for a drink in many places has become something only the wealthy can comfortably afford.

Wetherspoon may now be one of the few places where the average earner can go for a meal or drink without worrying about whether they’ll still be able to pay the rent.

What do public spaces still get wrong about accessibility?One of our clients is working incredibly hard to make their mu...
04/03/2026

What do public spaces still get wrong about accessibility?

One of our clients is working incredibly hard to make their museums more inclusive and accessible for everyone.

But the truth is, it’s difficult to fully understand the daily challenges people face unless you experience them yourself.

And accessibility isn’t only about wheelchair users or visible disabilities.

Many people live with invisible disabilities that others may never see. When challenges aren’t visible, organisations can struggle to understand how best to support people.

That’s where real lived experience becomes incredibly valuable.

At Silent Customer, we’re looking for people with accessibility or inclusivity challenges to act as secret shoppers, visiting some of our client’s sites and sharing honest feedback about their experience.

Your insight could help highlight what really matters — and where improvements could be made.

If you experience accessibility challenges, or support a close friend or family member who does, we would really value hearing from you.

👇 What are the things venues often overlook when it comes to accessibility?

Please share your thoughts in the comments, or email [email protected] if you’d like to get involved.

Janet

Sometimes I wish I could be blind to needlessly terrible customer service 👀It hurts my eyes, my ears and my soul.In ever...
23/02/2026

Sometimes I wish I could be blind to needlessly terrible customer service 👀

It hurts my eyes, my ears and my soul.

In every establishment I visit, our customer engagement surveys cruelly play out in my mind’s eye, and too often I want to scream:

🔺 “LOOK UP!”
🔺 “LOOK AROUND!”
🔺 “LOOK AT YOUR CUSTOMERS!”

And for the love of God… COMMUNICATE! 📣

Usually, I swallow it. No one likes unsolicited advice, but I couldn’t help myself this weekend.

I saw £1,000s of pounds leaving a busy Space NK because the till server was busy chatting to a customer and didn't look up to notice the queue forming. I pointed it out to her but despite this, she still didn’t ask for help, nor applogise, nor speed up. Customers left the queue or didn’t bother to join it, and one woman just put the stuff in her bag and walked out without paying. There were three other shop staff just standing around. Space NK is NOT cheap!

I started www.silentcustomer.com in 2008 after an experience as a customer watching people literally Mexican waving for attention 🙋‍♀️🙋‍♂️🙋.

BUT STILL, I see the same total lack of awareness. And don’t tell me it’s costs, etc. It’s not.

Teach your teams to see 👁️

PLEASE — for all our sakes, for sanity and for profit!! 📈

And if you don’t know how... get in touch 💬

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Berkshire

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