Customerwise is based in Exeter, United Kingdom, and offers mystery shopping for franchises, compliance mystery shopping of franchisees and other third parties, and in-person, audio and video recorded shops. Areas served: UK.
- Founded
- 2016
- Areas served
- UK
- Based in
- Exeter
Visit website (opens in a new tab) customerwise.co.uk
Customerwise is an Exeter mystery shopping company, working with clients since 2016, that tests whether franchisees and other third parties meet legal, regulatory and contractual obligations as well as service standards, and it announced Mystery Shopping Professionals Association Elite membership for 2024.
What it offers a franchisor
- Mystery shopping for franchises
- Compliance mystery shopping of franchisees and other third parties
- In-person, audio and video recorded shops
- Telephone mystery shopping
- Online shops including email, live chat and video chat
- In-moment customer feedback
- Customer surveys
- B2B mystery shopping and competitor studies
- Consultancy
Its franchise page starts from a familiar tension: head office cares most about the agreement and the operating procedures, while a franchisee who has taken the risk may treat some procedures as optional. Customerwise designs shops to show you whether procedures and brand standards are followed when nobody from head office is there. It stresses believable, on-brief enquiries, including multi-stage and multi-channel ones, with its own methods to keep shoppers anonymous through a longer enquiry.
Feedback that tells you where to look
The firm pairs mystery shopping with in-moment feedback from real customers, through feedback terminals or posters that prompt a smartphone response, and with surveys. Its point for franchise networks is that the minute-by-minute data shows which sites and which times of day need attention, and mystery shopping is then aimed at those gaps rather than spread evenly. It calls the combination a Combined Customer Feedback Solution.
Channels and reporting
- In-person shops, report-based or audio and video recorded, plus in-home visits.
- Telephone mystery shopping.
- Online shops covering email, live chat and video chat.
- Business-to-business shops, competitor studies and market data gathering.
Reports are delivered through the SASSIE platform and its Dragon interface, with dashboards set up for different users and Kaizen Action Plans to track what each site does with its results. Individual reports can carry recordings and screenshots. Prices are not published; work starts with a discovery call and a proposal.
Who you deal with
- Tamsin Palmer 20+ years in mystery shopping and customer experience; director (Julia Tamsin Palmer) on Companies HouseManaging Director
- Kate Farmer Management accountancy background; director on Companies House since 2015Director
- Hannah JohnsonProject and Programme Manager
- Lucy RotheroProject and Programme Manager
- Moe DealeyProject and Programme Coordinator
Named by Customerwise on its own website: customerwise.co.uk.
Tamsin Palmer, managing director, has more than 20 years in mystery shopping and customer experience. Kate Farmer, a director, runs systems and finance, Hannah Johnson and Lucy Rothero manage projects and programmes, and Moe Dealey coordinates them, supported by home-based contractors. Named clients in its testimonials include Allianz, Miller Homes and Product Partnerships, which uses it to oversee its appointed representative network.
Compare with
Within customer feedback and mystery shopping, MCE Mystery Shopping covers England, Scotland and Wales from Edinburgh, and ABa Quality Monitoring has run programmes from Stockport since 1990. For feedback from franchisees rather than customers, WorkBuzz runs survey software used by franchise networks. Customerwise also sits in compliance, audit and reporting and joins other Exeter suppliers and UK franchise suppliers. See also our guides to keeping brand standards consistent and franchisee satisfaction surveys.
Source: customerwise.co.uk
Services and who each suits
| Service | Who it suits |
|---|---|
| Mystery shopping against operating procedures and brand standards | Franchisors monitoring franchisee operations. |
| Legal, regulatory and contractual compliance checks | Brands with franchisees, brokers, sales agents or appointed representatives. |
| Combined Customer Feedback Solution (in-moment feedback, surveys and targeted shops) | Franchise networks that want to know which sites and times need attention. |
| Competitor mystery shopping | Businesses benchmarking against rivals. |
Source: customerwise.co.uk (industries franchises, mystery shopping).
Registers and regulation
| Register | Listed as | Status |
|---|---|---|
| Companies House | Customerwise Ltd (09776172) | Active, incorporated 14 September 2015; directors Kate Elizabeth Farmer, Julia Tamsin Palmer, Paul James Taylor |
Checked on the official registers on 9 November 2026. Each register name links to the entry.
Fees
Not published; proposal after a discovery call
Published by Customerwise: customerwise.co.uk.
Brands and products
- SASSIE reporting platform (Dragon client interface)
- Kaizen Action Plans
Certifications and memberships
- Mystery Shopping Professionals Association Elite member (announced for 2024)
About Customerwise
- Team size
- Five named staff plus a team of home-based contractors
Details from Customerwise’s own published information (source: customerwise.co.uk, checked 9 November 2026).
Where to find Customerwise
Map loads here.
Matford Business Centre, Matford Park Road, Marsh Barton, Exeter EX2 8ED
View a larger map (opens OpenStreetMap in a new tab) Get directions (opens OpenStreetMap in a new tab)
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