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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

  • Tourism Focus Groups

  • Product Development using Ethnography

  • Mixed Media Advertising Analysis

  • Understanding Customer Pricing

  • Trade-off Pricing Research

  • Adult Home Care Tracking Product Development

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Engaging adults back into education

  • Brand Development

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Loyalty Scheme

  • Website Development

  • Strategic Brand Development

  • Sports Facility Survey

  • Audience Development Plan

  • Visitor Survey

  • New Expert Information Product

  • Public Consultation - Council Tax

  • Reader Satisfaction

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Help Desk Mystery Shopping

  • Prototype Evaluation

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Understanding Local Business Needs

  • Public Consultation - Waste

  • Staff Surveys

  • Comms testing alongside NPD

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Driving business growth

  • Affinities Partner

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Multi-national Usage & Attitude Survey

  • Housing Scheme Test

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Cathedral Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

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