Client: Subway
Sector: Quick Service Restaurants (QSR)
Services Used: Mystery Shopping Programme, Online Reporting Dashboard
The Challenge
With over 2,000 stores in the UK and Ireland, Subway needed a reliable way to measure in-store customer experience, operational consistency, and promotional compliance, all while supporting franchisee performance.
Our Solution
We worked with Subway to roll out a tailored mystery shopping programme across the network:
- Developed scoring metrics based on brand and operational standards
- Designed visit frequency to provide regular, representative coverage
- Delivered results via Tern’s client dashboard for instant access
- Enabled regional comparisons and franchisee benchmarking
Results
Upward trend across three sections:
- First Impressions +2.2%
- Food & Quality +1.2%
- Customer Satisfaction +3.1%
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