Customer Insights Start Here

  • Only people make customers feel special

    Service Measure’s mystery guest and mobile survey programmes give clients data-driven insights which enhance business performance. Service Measure ensures clients have the tools and information they need to improve customer retention and satisfaction.

  • Mystery Customers

    Business leaders use Service Measure tools to motivate teams, raise service standards and sales, as well as to garner more positive online reviews on sites including TripAdvisor. Service Measure's proprietary technology, survey quality, and dashboard functionality are the best in the business.

  • Mobile Surveys

    Service Measure Mobile allows clients to hear directly from customers in real-time. It is an effective and secure way to stay in touch with customers and to manage rewards programmess, making it a very powerful marketing tool.

  • About Us

    Founded in 2005, Service Measure is the leading provider of mystery guest services for hotels in the United Kingdom. In addition to its hotel expertise, Service Measure works with clients of all sizes primarily in the hospitality and leisure sectors. Service Measure Mobile launched in 2013 and is available across the globe. Service Measure has tens of thousands of registered mystery shoppers operating within the United States, United Kingdom and the Republic of Ireland and is a proud member of the Mystery Shopping Providers Association (MSPA).

  • "The mystery diner programme that Service Measure developed for Ed’s Easy Diner allows us to track our guest experiences and make improvements accordingly. We are also able, through the programme, to reward our staff which motivates them to deliver an excellent service to our guests."


    Reuben Todd
    Operations Director

    "The feedback and reports we receive from Service Measure after our mystery dining visits are of huge importance to us and their input continues to help us deliver the highest standards of service across all our restaurants."


    Sara Edwards
    Director & Co-Founder

    “Service Measure provide us with an unbiased and reliable feedback mechanism, with good clear reporting. Being able to tailor the reports gives us the opportunity to gain specific insights into what we do well and how we can improve based on our brand standards.”


    Joe Stenson
    Director of Hotels

    “Service Measure provide an excellent service; we have found their Mystery Guest Reports extremely important as they provide a valuable independent viewpoint. The feedback provided enables us to make improvements and greatly benefits the staff, management team and ultimately improves the service we provide to our guests during their time with us.”


    Stephen Hung

    “We have been working with the team at Service Measure for many years and find their service incredibly valuable. Being able to get a true evaluation of our business, while in operation, from the customers’ point of view really helps us to develop and maintain our standards of service and product quality. Service Measure are great to deal with and always ready to assist with any queries.”


    Hazel Ward
    Operations Manager

    “We have used Service Measure for the past few years and the reports, feedback and suggestions that we have received are instrumental in improving our business.”


    Andrew Haworth


    "The process of tailoring the mystery shopping questionnaire has been seamless. It has given the management team a focus to deliver staff training and improve our cycle of service. We use the reports at our monthly management meeting to discuss areas of improvement. Their mystery shopping programme is a very cost effective way at focusing and improving our customer service delivery and we would highly recommend Service Measure."


    Claire Freckleton
    Operations Manager

    “We have worked with the team at Service Measure for a few years and have found them to be a pleasure to work with; regardless of the day, size or scale of the job, things are always done quickly, efficiently, effectively and in a friendly and helpful manner.”


    Chris Baldwin
    Head of Operations

    “We have used Service Measure constantly for the last six and a half years and always find their reports invaluable. We do look forward to receiving them, even the bad ones - they help us more than the good ones!! I would recommend Service Measure to any restaurant.”


    Malcolm Salt

    "Working with Service Measure has helped improve varying aspects of our business and the way we operate. Not only does it highlight areas for improvement within the business and particular staff members that need extra training, it also provides vital motivation to our staff to constantly provide the best service they can and ensure our guest experience continues to be of the high standard expected. Making the decision to include this in our training has been a great decision that I believe every business can benefit from."


    Samantha Wright
    Hotel Manager

    "We have been using Service Measure for over a year and have been delighted and impressed with the service we have received. It is no mean feat to visit all our sites on a monthly basis as they are spread across Scotland, but Service Measure have achieved it! The reports we receive are always on time, easy to understand, and broken down into useful categories. We cannot fault Service Measure, and look forward to our business relationship continuing for a long time to come."


    Rory Cameron

    "We have used Service Measure for 8 years now and they truly are leaders in the field of mystery customers. As a multiple restaurateur I cant be in 2 or 3 places at once, so the reports enable me to have a good handle on my businesses. Our managers and chefs are on score-related bonuses, so they have bought into the scheme as well."


    Ian Wade


    International Hotel Brand

    “We've been working with Service Measure for some time now, but on a countrywide scale since early in 2015. The most memorable thing for me in the setting up of this initiative though was just how easy Service Measure were to work with - quick to respond, enthusiastic with their advice and true to their word on delivery.”


    Operations Management Director UK&I


  • Locations

    Proudly serving clients in the UK, Ireland, Continental Europe and USA

    UK & Europe Head Office

    Service Measure LTD
    P.O. Box 7306

    Glasgow G46 9BP


    Phone Number: +44 (0)141 255 2344

    USA Head Office

    Service Measure LLC

    150 E Garden Road

    Larchmont, NY 10538


    Phone Number: +1 (203) 979-6486

  • Contact Us

    One of our team members will reply to you shortly to find out more about your needs.