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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

  • Brand Development

  • Developing marketing materials for new products

  • Competitor Mystery Shopping

  • Brand Image Research

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Engaging adults back into education

  • Website Development

  • New Expert Information Product

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Communication: New and existing financial products

  • Benchmarking Mystery Shopping

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Satisfaction Survey (Housing)

  • Sports Facility Survey

  • Understanding Local Business Needs

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • International Satisfaction & Development

  • Visitor Survey

  • Driving business growth

  • Prototype Evaluation

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Audience Development Plan

  • Affinities Partner

  • Trade-off Pricing Research

  • Product Development using Ethnography

  • Tourism Focus Groups

  • International Competitor Mystery Shopping

  • Broker Relationship Survey

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

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