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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

  • Help Desk Mystery Shopping

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Tourism Focus Groups

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Staff Surveys

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Audience Development Plan

  • Public Consultation - Waste

  • Prototype Evaluation

  • Engaging adults back into education

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Revitalising Existing Brand

  • Brand Image Research

  • Reader Satisfaction

  • Loyalty Scheme

  • International Satisfaction & Development

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Brand Development

  • Brand Development & Product Screening

  • Plasterboard Packaging Research

  • New Expert Information Product

  • Sports Facility Survey

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

Contact Phoenix MRC


01242 256816



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

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