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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

  • Driving business growth

  • Sports Facility Survey

  • Brand Image Research

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Luxury In-store Display

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Strategic Brand Development

  • Compliance Mystery Shopping

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Benchmarking Mystery Shopping

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • Website Development

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Housing Scheme Test

  • Audience Development Plan

  • Affinities Partner

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Brand Development

  • Reader Satisfaction

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Revitalising Existing Brand

  • Visitor Survey

  • Tourism Focus Groups

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

  • Loyalty Scheme

  • Understanding Attrition

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

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