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Mystery Shopping

Improve your interactions and staff skills by reviewing the customer experience.

Learn from your customer interactions

If customers are at the heart of your business, then every customer interaction is an opportunity to improve your reputation. Taking the perspective of a customer, we can evaluate and help you improve these interactions.

For mystery shopping even more than other research areas, the devil is in the detail. For example, we always aim to match our mystery shoppers to the profile of your real customers. We know the importance of preparation and training and build this into each project. We can help with training for a well-disciplined, service-oriented workforce. For regulated and expert industries we provide the evidence needed to demonstrate your staffs' compliance with regulation and the tools for you to drive better customer service and reward excellent performance. We have a specially trained financial services mystery shopping team.

Whether face-to-face, telephone, or online; covert video, audio or just a questionnaire; accompanied, paired or solo; from financial services to everyday retail, expert to everyman, automotive to public services - we can cover it for you.

Case Studies

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Multi-national Usage & Attitude Survey

  • Visitor Survey

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Affinities Partner

  • Sports Facility Survey

  • Help Desk Mystery Shopping

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Staff Surveys

  • Satisfaction Survey (Housing)

  • Website Development

  • Global Advertising Campaign

  • Brand Development & Product Screening

  • Loyalty Scheme

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Prototype Evaluation

  • Driving business growth

  • Tourism Focus Groups

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Reader Satisfaction

  • Brand Image Research

  • Public Consultation - Council Tax

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Brand Development

Contact Phoenix MRC


01242 256816



Whithorne House / London Road / Cheltenham / Gloucestershire / GL52 6UY

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