Case Studies

1Barraclough & Stiles Opticians

In 2008 Barraclough & Stiles Opticians celebrated 50 years of servicing the East Sussex public with their exceptional eye care. Not content with a loyal customer base and receiving numerous letters from happy customers, they decided they needed to further improve the customer experience through a mystery shopping program. More →

2Booths

Booths supermarkets have been serving the north-west community with quality products and services for the past 150 years. After several years of having a customer comment week at each store it was decided that Booths needed more frequent feedback regarding how its customers perceive stores in a consistent and unbiased way. More →

3Cavendish Bakery

Cavendish Bakery has been supplying Eastbourne with bakery products for the past 35 years. With two stores and a rapidly growing web ordering business Karen Hurst, Retail Sales Manager, felt she needed consistent feedback to ensure the teams’ customer service and sales skills were as fresh as the daily loaf that comes from the oven. More →

4Coolings Garden Centre

Coolings is an independent Garden Centre group with two Garden Centres based in Knockholt, near Sevenoaks, Kent. They are a family business which has been established as Coolings since the early 1960s, but first started by the Cooling family in 1912. More →

5Country Food & Dining

The Country Food & Dining Company currently operate four farm shops in the UK and are one of the larger growing groups. Tom Newey, their Operations Director, explains how the Shopper Anonymous programme works. More →

6Fishers Farm Park

“When you employ more than 160 staff, many of them casual, it is very hard to ensure the standards of customer service remain high”. Says Melanie McAlpine, the Manager at Fishers Farm Park. More →

7Mayo Wynne Baxter

Over the past 4 years Mayo Wynne Baxter have embarked in a comprehensive mystery shopping programme to ensure their service standards are consistent across all locations and within each department. More →

8Port Lympne Wild Animal Park

Shopper Anonymous has helped the world-famous wildlife park at Port Lympne, part of The Aspinall Foundation, address customer service issues resulting in improving uptake of one of its main attractions by an impressive 10%. Twenty mystery shoppers including parents, grandparents and single visitors visited the top attraction ‘under cover’ and reported on their experiences. More →

9Tulleys Farm

Tulleys Farm has been a family run business for the past 70 years. The farm comprises of an award winning farm shop, tea rooms and is famous for its annual activities such as the maze, Halloween, and Christmas events. The events attract thousands of visitors from all parts of the country. More →

10Willows Farm Village

Willows Farm Village is the largest independent farm attraction in the UK with more than 500,000 visitors each year. For the past three years Willows has integrated the Shopper Anonymous mystery shopping programme into its business in order to receive consistent ongoing comprehensive feedback to develop their team and the whole customer experience. More →