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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

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Understanding Customer Pricing

  • Affinities Partner

  • New Expert Information Product

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

  • Loyalty Scheme

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Development of the Direct Offering

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Website Development

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Competitor Mystery Shopping

  • Engaging adults back into education

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Reader Satisfaction

  • Public Consultation - Council Tax

  • Staff Surveys

  • Product Development using Ethnography

  • Driving business growth

  • Understanding Attrition

  • Global Advertising Campaign

  • Visitor Survey

  • International Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Prototype Evaluation

  • Brand Development & Product Screening

  • Brand Development

Contact Phoenix MRC


01242 256816



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

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