Tern is based in Wem, United Kingdom, and offers mystery shopping, franchisee benchmarking and telephone mystery shopping. Areas served: UK.
- Founded
- 1989
- Areas served
- UK
- Based in
- Wem
Visit website (opens in a new tab) tern.co.uk
Tern, a Shropshire mystery shopping agency that dates its work to 1989, ran a franchise enquiry calling programme for Vets4Pets in which calls answered at the first attempt rose from 77.42% to 95.56% over four months.
Why a franchisor would use it
Tern’s quick service and forecourt page is built around a network problem: keeping speed, cleanliness and promotions the same across hundreds of sites, shifts and teams. It tracks service across franchisees and company-owned sites side by side, benchmarks stores by region, team or time of day, and lists franchisee benchmarking as a service. Shops cover dine-in, takeaway, drive-thru and self-serve. That gives you evidence to take into a franchisee review rather than an opinion.
Franchise work it has published
- Subway, with more than 2,000 stores in the UK and Ireland: scoring built on brand and operational standards, regular visit coverage, regional comparisons and franchisee benchmarking, with first impressions up 2.2%, food and quality up 1.2% and customer satisfaction up 3.1%.
- Vets4Pets: shoppers posed as prospective franchisees to test how the network handled new franchise enquiries, reviewed monthly; calls answered within six rings rose from 64.63% to 75% over the same four months.
Services you can combine
- Mystery shopping (in-store, drive-thru, self-serve)
- Franchisee benchmarking
- Telephone mystery shopping
- Video mystery shopping
- Response monitoring
- Compliance mystery shopping
- Retail audits
- Customer satisfaction surveys (NPS, CSAT)
- Mystery shopping research
- In-store, telephone and video mystery shopping, the video filmed on body-worn cameras.
- Response monitoring of phone, email, web form, live chat and social media enquiries.
- Compliance shops, such as age-restricted sales, ID checks and refund policy.
- Retail audits of promotions, pricing, cleanliness and planograms, with optional photo evidence.
- Customer satisfaction, NPS and CSAT surveys by email, SMS, QR code or on site.
Results go to an online platform that drills down by region, team or location, groups sites by fascia or turnover and sends scheduled reports. Fees are not published; its enquiry form asks for your number of locations and preferred visit frequency.
The business behind it
Tern Consultancy Limited was incorporated in 2008 and trades from 69 High Street, Wem. Its directors on Companies House are Gary Edwards, Maureen Edwards and Claire Thomas. Other published case studies include Specsavers, Leeds Building Society, Majestic Wine and Oasis Dental Care.
Similar providers
In customer feedback and mystery shopping you can compare MCE Mystery Shopping in Edinburgh and ABa Quality Monitoring, family-run in Stockport since 1990. If missed enquiry calls are the problem rather than how they are handled, SinglePoint Calls answers calls in your brand name and routes them to the right franchisee’s territory. Tern is also filed under compliance, audit and reporting and business services for UK franchise networks; our guide on keeping standards consistent across a network covers where audits fit.
Source: tern.co.uk
Who you’ll deal with
- Gary Edwards Director of Tern Consultancy Limited since 2008 (Companies House)Director and company secretary
- Maureen Edwards Director since 2008 (Companies House)Director
- Claire Thomas Director (Companies House)Director
Named by Tern on its own website: find-and-update.company-information.service.gov.uk.
Services and who each suits
| Service | Who it suits |
|---|---|
| Franchisee benchmarking and service tracking across franchised and company-owned sites | Quick service restaurant, convenience and forecourt franchisors. |
| Franchise enquiry mystery calling | Franchisors testing how their network handles prospective franchisee enquiries. |
| Retail audits of promotions, pricing and presentation | Brands checking standards across every branch or franchise. |
| Compliance mystery shopping | Businesses with age-restricted sales, ID checks or regulated disclosures. |
Source: tern.co.uk (fast food convenience forecourts, vets4pets, retail audits, compliance).
Registers and regulation
| Register | Listed as | Status |
|---|---|---|
| Companies House | Tern Consultancy Limited (06556479) | Active, incorporated 5 April 2008 |
Checked on the official registers on 9 November 2026. Each register name links to the entry.
Fees
Not published; quoted from number of locations and visit frequency
Published by Tern: tern.co.uk.
Brands and products
- Tern online reporting platform and mobile app
Case studies
- Subway: mystery shopping programme and franchisee benchmarking
- Vets4Pets: franchise enquiry mystery shopping
Published by Tern on its own website.
Details from Tern’s own published information (source: tern.co.uk, checked 9 November 2026).
Where to find Tern
Map loads here.
69 High Street, Wem SY4 5DR
View a larger map (opens OpenStreetMap in a new tab) Get directions (opens OpenStreetMap in a new tab)
Reviews
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