Case Studies

We’ve helped clients in a variety of industries, but we love the challenge of learning about new ones.

In any case, each client is unique.

Here are a few case studies, chosen because they are all very different.

National Retail Chain: Video Mystery Shopping and Competitor Mystery Shopping

B2B / Profesional Services: Competitor Mystery Shopping and Research Project

Hospitality: Guest Experience study for a Holiday Park


Below is a selection of comments from some of our clients (click on each business name for more information):


“Customerwise helped us gain invaluable insights into our customer experience offer through a bespoke mystery shopper campaign, tailored to our needs…this was very helpful for us to improve our operations.

…incredibly client focussed and really impressed me with his desire to fully understand our business before applying his creativity and expertise to create the campaign…

I look forward to continuing our relationship with Customerwise and would recommend anyone looking to improve their customer’s journey to contact Paul.

Mike Ruiter, Seaton Jurassic (Devon Wildlife Trust).


The quality of the service exceeded my expectations. There were a number of insights which we gained that will be of significant impact going forward. It was hence a very valuable exercise which provided a very healthy return on investment, and we intend to continue to work with Customerwise in the future…

I’d strongly recommend Paul Taylor and Customerwise to any organisation looking to improve visitor or customer satisfaction and the many things that rely on it, or just generally improve performance.”

Andrew Pooley, Dartmouth Steam Railway and River Boat Company (Dart Valley Railway plc)


“…the most comprehensive and useful feedback we have ever received…. The return on investment in engaging the services of Customerwise is clear, especially given the power of social media and online reviews.

With the volume of our TripAdvisor reviews increasing by 48% in the last 12 months it is clear that visitors are becoming more willing to share their experiences – good or bad – with the world; reviews that can either be your greatest challenge or your best, most cost effective and honest marketing channel.

.. We would strongly recommend Customerwise to any organisation seeking a boost, a “health check” or one wanting to gain objective insights into their operation – and we plan to enjoy the benefits of an ongoing working relationship.”

James Turner, World of Country Life



“I was hugely impressed with their knowledge…timely and cost effective delivery and critically, their professionalism…

Their service and report has enabled me to not only make changes at the Visitor Centres which are backed up by very clear evidence but also congratulate staff and partners for those areas where we are doing particularly well…

I would have no hesitation in recommending the services of Customerwise and DRG Consulting Ltd for their Mystery Shopper service and the value and usefulness of such a service and subsequent report.”

Richard Drysdale, Dartmoor National Park Authority



“They noticed all our strong points, as well as the things we knew we were complacent about, and then, critically, several things we could never have seen for ourselves. Altogether a very healthy exercise which has left us with an easy to implement set of priorities for improvement. I cannot think of an attraction which would not benefit from this service.”

Ben Mee, Dartmoor Zoological Park