Phone call audits
Booking enquiries, support calls, complaint calls, sales calls. Recorded (with legal compliance) and timed. The IVR experience, the wait, the agent, the close.
We pose as a real customer — phone, web form, in-person visit, demo request, complaint. Then we report back honestly on what we found. Not a 17-page survey. A clear, sector-grounded narrative of what your business feels like to buy from, with specific moments to fix and specific things to keep. Operator-framed, not consultancy-framed.
Mystery shoppers based across the UK with sector experience matching your business. In-person visits across Worcester and West Midlands. Remote-first for phone, web and digital-channel audits anywhere in the UK.
We don't deliver 100-question rubric scores. We deliver a narrative that a leadership team can actually act on, with verbatim quotes, audio clips where useful, and specific moments to fix.
Booking enquiries, support calls, complaint calls, sales calls. Recorded (with legal compliance) and timed. The IVR experience, the wait, the agent, the close.
Submission to first response. Quality of the response. Follow-up cadence. The 80% of leads lost to slow or weak first reply.
Including AI chat layer if you have one. Latency, tone, hand-off to human. Whether your chatbot is helpful or just expensive theatre.
Care home tours, hospitality venues, retail, trades site visits. The first 5 minutes are most of the experience — we audit those properly.
What happens when something goes wrong. The single most under-tested part of customer experience and the strongest churn signal.
We audit you and 2-3 competitors in the same engagement. Comparative context makes the findings 10× more actionable.
Most mystery shopping companies send generic shoppers with checklists. We send people who know the sector you operate in — because Phil's run businesses there, and our shopper network is operator-recruited.
A care-home enquiry shopper needs to know what a credible family caller sounds like. A B2B SaaS demo shopper needs to know what a real prospect would ask. Generic shoppers don't.
We don't deliver scorecards. We deliver narratives that read like an operator wrote them, with specific moments, verbatim quotes, audio where useful, and prioritised recommendations.
Some mystery-shopping firms inflate scores to keep clients happy. We don't. Phil's reputation rides on the report being honest — and the value to you is in honest signal, not in feel-good scoring.
Each engagement = a focused audit on a specific channel or scenario. Multi-channel audits and recurring programmes priced accordingly.
One audit on one channel (e.g., a phone enquiry, or a web form). Narrative report within 7 working days.
Phone + web + email + chat in one engagement. Complete picture of your first-contact experience. Narrative + audio clips where useful.
Multi-channel audit on you + 2 named competitors. Comparative narrative. Most actionable for SME leadership who want to know where they're winning and losing.
Monthly single-channel audit on a rolling channel basis. Quarterly multi-channel deep dive. Sustained signal on customer experience over time.
Start with the Business Discovery questionnaire, or email Phil with the specific scenario you'd like audited. Findings within 7-14 working days. Honest, narrative, operator-framed.
No — and that's the point. We adhere to standard mystery-shopping ethics (no entrapment, no deception beyond the buyer persona, recordings legal under UK two-party consent law where applicable).
UK law permits recording for business research purposes with proper disclosure handling. We're fully compliant. We share recordings only with you, never publicly.
UK home care, hospitality, retail, trades, professional services, B2B SaaS. We deploy shoppers with sector credibility — a credible family caller for care, a credible diner for hospitality, a credible buyer for trades.
7-14 working days from brief to report for a single engagement. Recurring programmes start within 2 weeks of contract.
Yes. Common scenarios: 'I have a complaint', 'I'm a price-sensitive buyer', 'I'm comparing you against [competitor]', 'I want a tour and to ask hard questions'. Bespoke scenarios encouraged.