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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

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Communication: New and existing financial products

  • Brand Development

  • Visitor Survey

  • International Competitor Mystery Shopping

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Development of the Direct Offering

  • Affinities Partner

  • Housing Scheme Test

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Broker Relationship Survey

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Staff Surveys

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Audience Development Plan

  • Sports Facility Survey

  • Website Development

  • Global Advertising Campaign

  • New Expert Information Product

  • Driving business growth

  • Tourism Focus Groups

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Comms testing alongside NPD

Contact Phoenix MRC


01242 256816



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

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