Like all progressive companies we undertake exhaustive training to ensure our staff, your catering team, are inspired, energised and clearly focused. However, the process does not stop there. We must ensure service standards are being up-held and that the training is benefiting the most important person: the customer.

At Charlton House we have instigated a highly successful Mystery Customer Programme. In agreement with our clients, but anonymous as far as the catering team is concerned, our Mystery Shopper visits the catering operation, providing us with the opportunity to view the service through our customers’ eyes.

By doing so, important aspects that form part of the customer experience can be measured and improvements identified. These are wide-ranging, from signage and menu information through to staff knowledge and appearance and, of course, the food on offer.

The results are compiled into a report and are based on factual observations rather than opinions. The Mystery Customer does not strike fear into our staff –far from it! It is an opportunity for them to shine, combined with an instant cash bonus for exceptional customer care.

Our Board Directors assess the findings, and we arrange meetings to discuss the results with clients and with the catering teams on site.

Since pioneering the Mystery Customer Programme, we - and our clients - have enjoyed the benefits of improved customer service. This proactive approach to customer satisfaction has ensured our customers remain our number one priority.