“When you experience the emotional strength of a customer’s reaction, you are more likely to do something about it.”
Crowning the Customer – Feargal Quinn

At FSM we specialise in customer service. We are passionate about helping our clients deliver the very best service.Through innovative and stretching measurement and training programmes we help bring maximum customer loyalty benefits to each business.



  • Retail
  • Leisure
  • Hospitality
  • Healthcare
  • Public sector


  • Mystery Shopping:
    Surveys, Video, Web, Phone
  • Customer Insights:
    Focus Groups, Service Audits, Panels, Customer Satisfaction
  • Training & Development:
    Customer Orientation, Service Toolbox, Team Building, Presentation Skills


  • Increase Customer Loyalty
  • Customer Retention
  • Customer Focus
  • Average Spend
  • Footfall
  • Conversion Rates