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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

  • International Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Marketing consultancy for direct insurance

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Financial Brand Satisfaction Tracking

  • Understanding Attrition

  • Understanding the Sales Journey Experience from both sides

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Reader Satisfaction

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Affinities Partner

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Housing Scheme Test

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Brand Development

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Understanding Local Business Needs

  • Driving business growth

  • Tourism Focus Groups

  • New Expert Information Product

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Website Development

  • Strategic Brand Development

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Brand Development & Product Screening

  • Competitor Mystery Shopping

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

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