Please reach us at info@lumoconsult.co.uk if you cannot find an answer to your question.
Every visit includes a full, unbiased evaluation of your customer experience - from the moment a customer arrives to the moment they leave.
You will receive a detailed written report highlighting strenghts, improvement areas, and practical recommendations.
Yes - any items purchased during the assessment are reimbursed by the business.
This ensures the visit is completely authentic and mirrors a true customer experience.
We will only make small, reasonable purchases needed to experience your service - for example, a drink, a simple meal, or a standard service item.
You will always receive a receipt, and reimbursement is only for what was actually used as part of the evaluation. If you have a maximum budget in mind, just let us know in advance.
Regular visits offer ongoing insight instead of a one-off snapshot.
Staff naturally improve when experiences are monitored regularly, and consistency helps identify patterns that are impossible to see from a single visit.
A regular plan also ensures teams don't fall back into old habits the moment they feel the pressure is gone.
No. To protect the integrity of your results, all visits are completely unannounced.
This gives you the most accurate view of your day-to-day customer journey.
Yes. You can request focus areas - such as customer greeting, speed of service, wait times, cleanliness, attitude, complaints, handling, upselling, or accessibility.
All visits are personalised to your business.
No - we work with cafes, pubs, retail shops, salons, gyms, hospitality venues, and more.
If your business interacts with customers, we can help.
Yes. Bedfordshire is our base, but we cover Hertfordshire, Buckinghamshire, and the surrounding areas.
We also offer online workshops and training nationwide.
Simply complete the contact form, email info@lumoconsult.co.uk, or message us through the website.
We will reply quickly to schedule your first visit or a free introductory call.
Within 24-48 hours after the visit.
Urgent requests can be prioritised when needed.
Yes - we provide online or in-person workshops focused on customer care, communication, and service excellence.
Extremely, Visits are carried out exactly as a regular customer would behave - no scripts, no staging, no alerts.
Authenticity is the foundation of our service.
Yes. We can match your busiest times to give you the most accurate insight.
We keep payments simple and transparent.
Once a visit is completed, we send an invoice with all details clearly listed - including the visit fee, any agreed add-ons, and the cost of any items purchased during the assessment.
Invoices can be paid by bank transfer, and receipt are provided for your records.
Absolutely. Confidentiality is at the heart of what we do.
If you have your own Non-Disclosure Agreement, we are happy to sign it.
If not, we can provide a simple NDA to protect your business, your data, and any internal processes we observe during a visit.
Yes. We hold Public Liability Insurance, Professional Indemnity Insurance, and are registered with the ICO for data protection compliance.
A contract protects you as much as it protects us.
Because mystery visits onvolve entering your business, interacting with staff, and sometimes handling sensitive observations, a formal agreement makes everything professional, transparent, and safe.
At Lumo Consult, your privacy is a priority.
We only collect information that is genuinely needed to complete your mystery visit and provide an accurate report.
All client details, observations, photos (if agreed), and internal notes are stored securely and never shared with anyone outside your organisation.
We are registered the Information Commisioner's Office (ICO) and follow UK GDPR guidelines, so your data is always handed lawfully, confidentially, and with care.
If you choose a membership plan, only the agreed decision-makers receive ongoing reports or updates.
No staff names or personal information are stored unless you specifically request it.
We never sell, share, or use your data for anything other than delivering the service you've hired us for.