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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

  • Comms testing alongside NPD

  • Visitor Survey

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Staff Surveys

  • Housing Scheme Test

  • International Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Multi-national Usage & Attitude Survey

  • Tourism Focus Groups

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

  • Public Consultation - Waste

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Website Development

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Development of the Direct Offering

  • Representative panel building

  • Understanding Attrition

  • Prototype Evaluation

  • Loyalty Scheme

  • Strategic Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Driving business growth

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Brand Development

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

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