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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

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Understanding Attrition

  • Driving business growth

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • Visitor Survey

  • Housing Scheme Test

  • Audience Development Plan

  • Public Consultation - Waste

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Understanding the use of Temporary Labour

  • Brand Development

  • Plasterboard Packaging Research

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • New Expert Information Product

  • Staff Surveys

  • Sports Facility Survey

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Engaging adults back into education

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Website Development

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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