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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

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Brand Image Research

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • Reader Satisfaction

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Development of the Direct Offering

  • Luxury In-store Display

  • Visitor Survey

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Affinities Partner

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Website Development

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Engaging adults back into education

  • Audience Development Plan

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Loyalty Scheme

  • Staff Surveys

  • Brand Development

  • Understanding Attrition

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Help Desk Mystery Shopping

  • Understanding the use of Temporary Labour

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Multi-national Usage & Attitude Survey

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

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