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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

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Luxury In-store Display

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Sports Facility Survey

  • Service Delivery Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Understanding the use of Temporary Labour

  • Visitor Survey

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Prototype Evaluation

  • Understanding Local Business Needs

  • New Expert Information Product

  • Understanding Customer Pricing

  • Website Development

  • Housing Scheme Test

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Brand Image Research

  • Satisfaction Survey (Housing)

  • Engaging adults back into education

  • Reader Satisfaction

  • Brand Development

  • Marketing consultancy for direct insurance

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Loyalty Scheme

  • Audience Development Plan

  • Trade-off Pricing Research

  • Strategic Brand Development

  • Staff Surveys

  • Public Consultation - Council Tax

  • Brand Development & Product Screening

  • Help Desk Mystery Shopping

  • Comms testing alongside NPD

Contact Phoenix MRC


01242 256816



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

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