At SOFTRi, we specialise in helping businesses see what their customers see. Our approach is simple, ethical, and local, providing honest, real-world insight into your customer journey.
We visit your business as a normal customer would, observing key touchpoints such as first impressions, service quality, and overall experience. Our goal is to highlight small, practical improvements that can lead to stronger customer retention, better reviews, and increased repeat business.
Small tweaks in the right places can deliver significant returns — but only if you know where to look and where your customers are looking, thinking or saying.
In the past year, thousands of businesses across the UK have closed, with many failures linked to poor customer retention, inconsistent service, and lack of customer insight.
At a local level across Nottinghamshire and Derbyshire, many small businesses lose customers silently — not because of price, but because of gaps in service, missed expectations, and poor customer experiences.
Most business owners never see this happening.
Clear, practical advice
The visit felt completely natural, and the report highlighted things I wouldn’t have picked up myself. It’s not overcomplicated—just clear, practical advice that helps improve the customer experience. I really appreciate all Gary’s hard work as I feel I could not of done it without him, his services really helped me that’s for sure.
Ben.
Sweeny's Paint & Body Restorers
Highly recommended
The experience was excellent from start to finish. Their level of detail, professionalism, and genuine understanding of clinic operations really stood out. The insights they provided were clear, actionable, and immediately valuable to our growth. I would highly recommend them to any clinic looking to improve performance and patient experience.
Marius Samo-Samo.
Physio & Sports rehabilitation
Many businesses spend heavily attracting new customers, yet far fewer understand what those customers actually experience once they arrive. Without clear insight into the full customer journey, it’s easy for small issues to quietly reduce repeat visits, loyalty, and ultimately turnover.
We help you see your business through your customers’ eyes — identifying what works, what doesn’t, and where opportunities are being missed.
Complete customer journey analysis
We evaluate every key customer touchpoint — from phone calls and websites to in-person visits and word-of-mouth interactions — to understand the full experience your customers have with your business.
Honest, unfiltered insight
Our mystery shopping approach reveals what customers really encounter when engaging with your business, providing genuine feedback that internal reviews often miss.
Identify hidden weaknesses
We uncover gaps in service, inconsistent processes, and dysfunctional areas that may be quietly damaging customer satisfaction and retention.
Practical recommendations
Our reports go beyond observations. We provide clear, actionable guidance to help improve customer experience, strengthen loyalty, and increase repeat business.
Discreet & collaborative
We operate professionally and confidentially, working alongside your business to provide constructive insights that support improvement without disruption.
Fully insured & professional
We hold comprehensive public liability and professional indemnity insurance, giving you complete peace of mind when working with us.
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