“I was very interested to get involved in working with Tern and gaining some further insights into my business through the use of mystery shopper reports. Whilst we are receiving great reviews about our customer service & quality following our guests stay, I was curious as to how well we were handling our customers prior to their arrival. It was certainly surprising to see the results. I have to say I was disappointed with how we were letting ourselves down and allowing potential business to slip through our fingers. The mystery shopper reports from Tern have meant that we have made some positive changes to our procedures and the management of leads & calls coming into the business. A winning solution.”

Lucja Leonard, General Manager, Crowne Plaza Edinburgh – Royal Terrace

“Indigo have been working in partnership with Tern for over two years and their attention to detail and customer service has always been above and beyond what is required. Tern provides Indigo with its own personal account manager and Tern work tirelessly to personalise Indigo services which are necessary to enhance our business delivery.”

DW – Indigo

“Great service and quick response time with a swift supply of profiled shoppers. The reports were of a high quality, with an attention to detail to match. Following each visit the mystery shopping results were presented in line with the SLAs. Tern were able to present us with data above and beyond our expectations and when we asked for the individual scores to be combined, they presented with highly effective overview of our service.”

Kamen Fong, Residential Sales Analyst – Battersea Power Station Development Corporation

“David Lloyd Leisure has over 450,000 members and employs some 6000 people. Maintaining the highest levels of service is paramount in our customer offer and Tern are key in enabling us to track service and build accountability into our personnel management. Their ability to adapt to our changing needs whilst maintaining a consistently high service has led us to build on our relationship and make use of video and written reporting. Their input has become fundamental to the management of our clubs and I would not hesitate to recommend their services.”

Martin Evans, Sales Director – David Lloyd

“We have used tern’s mystery shopper program for 8 years. The information, suggestions and recommendations provide by Tern has helped us continuously improve our overall results year on year. The level of information has really helped us focus on our customer service and increase pitch nights.”

Belinda Fairhurst, Site Operations and Business Development Manager – The Camping and Caravanning Club

“Out of any investment over the last 2 years, this is by far the most beneficial.”

Sharon Baker – INSTORE Insights

“We’re committed to putting the customer at the heart of our business. Tern have provided us with consistent support and invaluable insights allowing us to improve of customers’ shopping experience.”

Samantha Thorley, Customer Experience Coordinator – The Midcounties Co-operative

“Our local takeaways are the beating hearts of our high streets. From incredible Indians to perfect pizzerias, every town has their heroes and every individual has their favourite. Tern were instrumental in supporting the final selection process for our annual ‘British Takeaway Awards’ and provided the extra validation required to help support our judges scoring decisions.

Being able to have a robust and independent third party review of the restaurants shortlisted is an important component of the process. Tern were able to deliver a high volume of reports, with a detailed survey breakdown in a very tight delivery window. We look forward to their support on mystery shopper projects in the future.”

Danielle Colletta, Sponsorship and Events Manager – Just Eat

“We now know target areas for the network, regions and individual branches. This information is available through reporting tools, but this level of detail and explanation is invaluable. It will be instrumental in our future strategy.”

Leeds Customer Experience Manager – Leeds Building Society

“Our relationship with Tern is handled seamlessly and without problem. Their work is of the highest quality and their integrity is without question. It is these aspects that give us complete faith in the service provided”.

Jill Clark, Customer Services Director – Specsavers

"Video mystery shopping benefits us because seeing is believing, so when you show somebody how they interact with customers, how they act when they are asking questions and when they’re communicating, video is far better tool for communication for employees than any other medium. For me it’s all about it making it easy and being able to deliver the objective that we’re trying to achieve and tern has helped us deliver that every single time."

Gareth Thomas, Dealership Principal – Rybrook BMW

"We have been working with Tern for over a year now and the service has been fantastic. They put a huge emphasis on client relationships and our account managers Laura and Holly have been brilliant. Questions, updates, changes and queries have been no problem at all. We love how they tailored their approach and really got to know our business needs. Thanks Tern!"

Laura Dyer, Sales Manager – Explore Learning