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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

  • Brand Development

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Staff Surveys

  • Public Consultation - Council Tax

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Reader Satisfaction

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Brand Image Research

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Website Development

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • Developing marketing materials for new products

  • International Satisfaction & Development

  • Revitalising Existing Brand

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Driving business growth

  • Understanding Attrition

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Product Development using Ethnography

  • Sports Facility Survey

  • New Expert Information Product

  • Visitor Survey

  • Luxury In-store Display

  • Affinities Partner

Contact Phoenix MRC


01242 256816



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

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