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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

  • Communication: New and existing financial products

  • Website Development

  • Sports Facility Survey

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Housing Scheme Test

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Broker Relationship Survey

  • Brand Development

  • Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Strategic Brand Development

  • International Satisfaction & Development

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Audience Development Plan

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Understanding Local Business Needs

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Engaging adults back into education

  • Driving business growth

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Brand Image Research

  • Public Consultation - Waste

  • Visitor Survey

  • Product Development using Ethnography

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

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