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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

  • Marketing consultancy for direct insurance

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Reader Satisfaction

  • Cathedral Visitor Survey

  • Prototype Evaluation

  • Driving business growth

  • New Expert Information Product

  • Development of the Direct Offering

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Website Development

  • Engaging adults back into education

  • Staff Surveys

  • Visitor Survey

  • Public Consultation - Council Tax

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Tourism Focus Groups

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Audience Development Plan

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Luxury In-store Display

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • Public Consultation - Waste

Contact Phoenix MRC


01242 256816



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

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