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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

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Visitor Survey

  • Comms testing alongside NPD

  • Sentencers' Satisfaction Survey

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Understanding Attrition

  • Broker Relationship Survey

  • Loyalty Scheme

  • Engaging adults back into education

  • Prototype Evaluation

  • Staff Surveys

  • Brand Development

  • Communication: New and existing financial products

  • Affinities Partner

  • Audience Development Plan

  • Public Consultation - Waste

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Luxury In-store Display

  • Tourism Focus Groups

  • Understanding the Sales Journey Experience from both sides

  • Satisfaction Survey (Housing)

  • Website Development

  • Product Development using Ethnography

  • Driving business growth

  • Sports Facility Survey

  • Help Desk Mystery Shopping

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Strategic Brand Development

  • Plasterboard Packaging Research

  • Benchmarking Mystery Shopping

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

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