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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

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Reader Satisfaction

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Global Advertising Campaign

  • Communication: New and existing financial products

  • International Competitor Mystery Shopping

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Driving business growth

  • Website Development

  • Brand Image Research

  • International Satisfaction & Development

  • Product Development using Ethnography

  • Comms testing alongside NPD

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

  • Brand Development

  • Trade-off Pricing Research

  • Multi-national Usage & Attitude Survey

  • Affinities Partner

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Loyalty Scheme

  • Brand Development & Product Screening

  • New Expert Information Product

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Understanding Attrition

  • Staff Surveys

  • Cathedral Visitor Survey

  • Strategic Brand Development

  • Housing Scheme Test

  • Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Plasterboard Packaging Research

  • Visitor Survey

Contact Phoenix MRC


01242 256816



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

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