Case Studies & Testimonials

We have worked with Customerwise for several years now. They support us with the oversight of our Appointed Representative network and our Directly Authorised clients. The Team at Customerwise are always on hand to support us and with the technology behind them deliver strong management information which informs risk, and our policies and procedures that follow. We would highly recommend the team at Customerwise to other firms wishing to use mystery shopping as part of their compliance monitoring program.

Customerwise have been consistently supportive, attentive, and flexible with our requirements for mystery shopping in International schools. Paul and Tam have been meticulous in ensuring they recruited shoppers appropriate to the local context and culture of our schools. Furthermore, Customerwise have advised us and suggested developments throughout the relationship, adapting fundamental reporting structures and the reporting dashboards; as well as actively seeking feedback on how they could further support us moving forward. We have been extremely pleased with the level of detail and insight received through the reports generated and we look forward to continuing a positive working relationship with Customerwise.

“I’ve been consistently impressed with the quality of delivery and the responsive account management that we’ve received from Customerwise, and I would highly recommend them.”

Hampshire Trust Bank (HTB) partner with Customerwise to support our CX and mystery shop programmes.  As our needs have increased so has the support from the Customerwise team which includes a high level of flexibility, attention to detail and excellent customer service.  Tam and Paul have been invaluable to HTB with the delivery of timely reporting and data as well as access to professional interviewers and a broad network of mystery shoppers.  Moreover, the operational side is a well-oiled machine thanks to Tam and the wider team.

Having tried other Mystery Shopping companies in the past, Customerwise has been head and shoulders above the rest in every area. The company we used to use could learn a lot from them.

We moved to Customerwise around one year ago. We were looking for a new company to re-ignite our mystery shopping programme after our old programme had become stagnant over the years.

Since being with Customerwise, we have had more regular mystery shop sessions and there is always great communication…Tamsin and the team are always on hand to help. They have been accommodating when we required last minute changes and have demonstrated that they want to build a relationship with us to genuinely improve our customer experience.

Customerwise conducted a comprehensive Mystery Shopping study of our admissions processes and enquiry handling standards, across a range of different course subjects and levels, where the processes for each often varied significantly.

We found Customerwise to be great to work with – they were thorough and methodical while also being flexible and adaptable. Most importantly, the output was extremely valuable to us as an organisation in helping to learn where and how we could improve. After the study they also assisted with a training exercise to help the leadership team to engage with the findings and put the lessons into action.   We would highly recommend Customerwise to any educational institution looking to improve their admissions processes and enquiry handling standards.

Customerwise has carried out two rounds of mystery shopping of our business centres so that can we thoroughly test our customer service standards.

We have been impressed with the company’s rigorous reporting style and professionalism. They took time to understand our company, processes and values and what we wanted to benchmark. With their guidance and support, they created a fantastic, detailed brief for their mystery shoppers; their findings have proven to be invaluable as we strive to improve our service.

I would highly recommend Customerwise for their fantastic communication,  efficiency, responsiveness, professionalism and reliability.

Customerwise provides around 15,000 telephone mystery shop records for us per year. We’ve been consistently impressed with the quality of data that’s produced, as well as the responsiveness and standards of communication.

Customerwise were very helpful and patient with us.  It took us some time to work out how we wanted to run the project. However, Customerwise were always willing to give us advice when needed, and always responded quickly…

We received a detailed report after each approach to our staff which gave very helpful information that was actionable.  Once the project was complete, we received a fully detailed Executive Report with recommendations and actions, it was most a comprehensive and very well-done report.  We will definitely engage Customerwise again in the future!

We’ve been working with Customerwise for many years. I’ve found them to be both rewarding and easy to work with. They’ve helped design and develop a comprehensive guest experience mystery shopping programme, which they’ve delivered to a superb standard consistently. The reports are comprehensive, covering every stage and aspect of our guests experiences, and they’re extremely detailed, so they provide us with feedback that we wouldn’t get any other way. The team are always responsive and quick in dealing with any special requests or changes we’ve needed.

The team are accommodating and creative. In addition to our main programme, they delivered two important and high impact projects relating to our online presence, which drew on competitor information.  They’ve also helped with specific ad-hoc enquiries and have even involved us in work for another one of their other clients. The team are great to work with and I would recommend them highly to other holiday parks and other businesses

Great attention to detail – Customerwise Mystery Shopping reports are remarkable! Providing honest feedback, through the eyes of our customers to our front-line sales teams is a vital part of our continued improvement. They are the best Mystery Shopping Company we have been associated with in our years of shopping our locations.

We used Customerwise’s services for our Eye Emporium and John High optical businesses. Their services gave us in-depth feedback and valuable insights into patient experiences and commercial operations within our branches. Customerwise have always been both easy and rewarding to work with. They were very attentive to the details and very thoughtful when putting together reporting templates for different types of enquiries and interactions. The same high standards have been carried through to execution during active Mystery Shopping waves. The interactions have been very realistic and “on-brief” and the reports have been extremely detailed and accurate. The team have always been available, responsive and ready to help. We would highly recommend Customerwise to any business that is looking for a mystery shopping partner.

The team were introduced to me through a mutual connection. From the outset Paul’s transparency and quick understanding of my business helped me make the decision to work with him. We worked with Paul on a number of projects and will continue to offer any new opportunities to his business. A truly great find within a difficult market.

The Customerwise team have been helping us for over two years to test our network of retailers for compliance with agreed procedures and conditions relating to the sale of our products. We’ve found them great to work with. They’ve always been reliable, diligent, flexible, and accommodating. They’ve also been proactive in finding new and better ways to help us achieve our objectives. They always go the extra mile and have been superb at delivering on last minute requests.  We’re very happy to recommend Customerwise to other businesses.

Great communication, excellent attention to detail.

Paul and the team took the time to really understand our requirements and put together a high-quality mystery shop activity.  It gave us real insights and practical recommendations we could implement to improve our business.  The communication was first-rate from initial brief all the way through to final debrief.  Would definitely recommend them.

BetConstruct has engaged Customerwise on three separate occasions to conduct Mystery Shopping studies into the handling of B2B sales enquiries submitted to our international team of consultants.

On each occasion the projects have been delivered to a superb standard, with careful, through planning preparation and execution. The enquiries themselves have been handled well and realistically, by people with a suitable level of industry-related knowledge and awareness. The output has been valuable to us as a business, helping us to identify areas for training and process improvement, and to better communicate our offer to potential new partners.

We’ve found the Customerwise team to be extremely professional and easy to work with. They clearly care about doing a great job and supporting our improvement and growth. We would highly recommend Customerwise to other businesses considering looking to improve their enquiry / lead handling.

“Customerwise helped us with a particularly complex B2B mystery shopping programme… They understood the brief immediately, selected fantastic shoppers, arranged one to one briefings and did a fantastic job of administering the process from start to finish. Calls were routed via alias numbers to route into regional operations, they coped with fifty different complex purchasing scenarios. I cannot recommend them highly enough. They are now our go to guys for this kind of work.”