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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

  • Engaging adults back into education

  • Understanding Attrition

  • Loyalty Scheme

  • Communication: New and existing financial products

  • Global Advertising Campaign

  • International Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Compliance Mystery Shopping

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Strategic Brand Development

  • Audience Development Plan

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Brand Development

  • Website Development

  • Reader Satisfaction

  • Staff Surveys

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Benchmarking Mystery Shopping

  • Public Consultation - Council Tax

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Driving business growth

  • Public Consultation - Waste

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • Cathedral Visitor Survey

  • Visitor Survey

Contact Phoenix MRC


01242 256816



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

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