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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

  • Driving business growth

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Prototype Evaluation

  • Staff Surveys

  • Broker Relationship Survey

  • Engaging adults back into education

  • Understanding Local Business Needs

  • Brand Development

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Benchmarking Mystery Shopping

  • Comms testing alongside NPD

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Visitor Survey

  • Sentencers' Satisfaction Survey

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Housing Scheme Test

  • Brand Development & Product Screening

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Strategic Brand Development

  • Plasterboard Packaging Research

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Adult Home Care Tracking Product Development

  • International Satisfaction & Development

  • Trade-off Pricing Research

  • Website Development

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Understanding Attrition

  • Public Consultation - Waste

  • Global Advertising Campaign

  • Loyalty Scheme

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Luxury In-store Display

  • Development of the Direct Offering

  • Affinities Partner

  • Understanding Customer Pricing

  • Reader Satisfaction

Contact Phoenix MRC


01242 256816



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

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