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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

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Understanding Local Business Needs

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Understanding Attrition

  • Website Development

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Service Delivery Mystery Shopping

  • Brand Development

  • Visitor Survey

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • New Expert Information Product

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Trade-off Pricing Research

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • Housing Scheme Test

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Loyalty Scheme

  • Tourism Focus Groups

  • Prototype Evaluation

  • Revitalising Existing Brand

  • Affinities Partner

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Strategic Brand Development

  • Engaging adults back into education

  • Public Consultation - Waste

  • Staff Surveys

  • Driving business growth

  • Sports Facility Survey

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

Contact Phoenix MRC


01242 256816



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

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