Anonymous Auditors - Not just a secret shopper!
A Friendly Face (Under Wraps!) is a consultancy business that specialises in secret shopping; offering bespoke, detailed reports and comprehensive customer service training. Our goal is to drive positive change and foster a customer-focused culture within an organisation. Through thorough competitor analysis and our secret shopping services, we can identify inefficiencies, improve customer satisfaction, increase sales, and fuel business growth. Additionally, we provide tailored pricing plans that offer flexibility, allowing businesses to budget effectively and adapt the pricing to their unique needs, along with actionable recommendations to enhance their customer service.
Secret Shoppers: Driving Business Growth
Our mission is to assist in the growth of businesses by secretly auditing all aspects of the customer journey and giving detailed, focussed, and constructive feedback. We believe in "old-fashioned" customer service - friendly faces, friendly service, and happy customers.
Reviews
The Fog on the Tyne
The Fog on the Tyne
The Fog on the Tyne
A Friendly Face (Under Wraps!) provided a very personable service, tailored to our business needs, which set them apart from other mystery shopper providers we've used previously. Their approach to secret shopping included a comprehensive competitor analysis, and the customer service before and after the visit was customized to meet our requirements. I truly felt they understood our business, offering valuable recommendations for our customer service training.
The Stone Trough
The Fog on the Tyne
The Fog on the Tyne
The feedback from A Friendly Face (Under Wraps!) has been invaluable in our competitor analysis, helping us identify key problem areas for improvement in our pub. The recommendations and insights regarding customer service have highlighted aspects we would have otherwise overlooked, and the suggestions for customer service training have provided us with a clearer path forward.
The Fiddlers Three
The Fog on the Tyne
The Fiddlers Three
We would like to extend a big 'thank-you' to A Friendly Face (Under Wraps!) for their recent mystery shopper visit. The entire process was excellent, and we plan to utilize their secret shopping services again. The in-depth and personalized feedback we received post-visit has provided us with vital areas of improvement, alongside recommendations for enhancing our customer service. This experience will also guide our customer service training efforts and help us in our competitor analysis.
Dabbawal Jesmond
Dabbawal High Bridge
The Fiddlers Three
The audit conducted by A Friendly Face (Under Wraps!) was extremely thorough and provided us with valuable insights specific to our restaurant. Their feedback included a detailed competitor analysis and recommendations that were not only constructive but also tailored to our operations. They highlighted both our strengths and areas for improvement, particularly in customer service and customer service training, which would enhance the guest experience, including insights gained from secret shopping.
Dabbawal High Bridge
Dabbawal High Bridge
Dabbawal High Bridge
Our recent audit with A Friendly Face (Under Wraps!) was a very positive experience. The feedback included valuable insights from our competitor analysis, and was clear, balanced, and directly relevant to our day-to-day operations. We particularly valued the practical recommendations for customer service training, which, along with the insights from our secret shopping, have already helped us focus on key areas for improvement.
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