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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

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Understanding the use of Temporary Labour

  • Website Development

  • Adult Home Care Tracking Product Development

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Global Advertising Campaign

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Visitor Survey

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Plasterboard Packaging Research

  • Broker Relationship Survey

  • Staff Surveys

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Understanding Attrition

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Loyalty Scheme

  • Affinities Partner

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Brand Development & Product Screening

  • Mixed Media Advertising Analysis

  • Brand Development

  • Trade-off Pricing Research

  • Audience Development Plan

  • Product Development using Ethnography

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

Contact Phoenix MRC


01242 256816



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

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