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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

  • New Expert Information Product

  • Global Advertising Campaign

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Understanding Attrition

  • Audience Development Plan

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Affinities Partner

  • Website Development

  • Cathedral Visitor Survey

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Brand Development

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • Tourism Focus Groups

  • International Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Visitor Survey

  • Revitalising Existing Brand

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Communication: New and existing financial products

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Loyalty Scheme

  • Prototype Evaluation

  • Driving business growth

  • Benchmarking Mystery Shopping

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Satisfaction Survey (Housing)

  • Housing Scheme Test

  • Reader Satisfaction

  • Staff Surveys

  • Broker Relationship Survey

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

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