Lorraine and her team have been a joy to work with over the last 4 years. Their ability and willingness to change and update the reports as our focuses have changed has been fantastic. The reports do not over complicate and get to the heart of what we are after; maintaining great service and quality in all our restaurants. Further their Mystery Diners always give informative, direct and useful feedback which is exactly what we want. All in all we couldn’t be happier"

Wahaca, Co-Founder

We've used Acumen for many years and have always been impressed by the fantastic support and efficient reporting that allows us to make quick decisions that have an instant impact on guest satisfaction. The willingness to change and adapt the reporting to suit the changing needs of the business has helped us focus on what's really important in hospitality, the customer.

BurgerCraft/PubLove, Head of Operations

As an Operations Director I am looking for clear, consistent and honest feedback with relation to our guest experience. Having worked with Acumen for several years I am always amazed at how amenable they are as partners. I have made many changes to frequency and questions and have always received prompt support.

Pizza Pilgrims, Operations Director

Acumen is a fantastic company for our business here at Marston's. From a training perspective, Acumen are always extremely accommodating to our needs and requests no matter how big or small. They are attentive and extremely helpful with any information we require. Our reports are always clear, concise and a big help for our developing pubs throughout the company.

Marston's PLC, People Development Trainer

We have used Acumen's Mystery Visiting Programme for several years and have never been disappointed. The accuracy of the reports and customer feedback has helped a lot in keeping a high standard of service and performances analysis. The effort from Lorraine, Suzie and the team in giving prompt help when needed has deserved our loyalty

Rossopomodoro, Service Standards Manager

Acumen have been a great partner since 2015. Their Mystery Visiting Programme has helped improve operations and provide great feedback for our teams.

Shake Shack, Business Director

We began using Acumen for our Mystery Dining Programme in 2017, and I am glad that we did. They are highly responsive, from helping us to design the format of our report and weighting of the questions, to providing top-notch mystery diners, whose insightful comments are spot-on. I highly recommend them

House of St Barnabas, Commercial Operations Directior

“We’ve been utilising Acumen’s mystery visiting programme since 2016 as we felt the need to have an impartial, customer orientated view on our service delivery. Acumen have executed and delivered the reports in a timely and accurate fashion which has allowed us to track progress, identify areas for improvement and bench mark our performance”

Gedling Borough Council , Business Strategy Officer

God I love it! Can’t believe I’ve waited this long in my life for a Mystery Shopper! The feedback is realistic and fully actionable. Its great for the team to receive real world feedback and gives them key areas to improve on ready for the next one.

Essendon Country Club, General Manager

We have worked on various projects with Acumen and have always been impressed with the quality of service we have received. It is obvious that they genuinely care about our business and this is reflected by the enthusiasm and commitment shown by the team at Acumen. I have always found them to be a professional company, delivering consistently high levels of service, with integrity. They are always happy to respond to requests for additional reports when required. We have always found Acumen to be helpful, pro active and willing to go the extra mile for us. The information from their mystery visits has proved very useful to us over the years.

Nandos, Managing Director

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