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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

  • Understanding the Sales Journey Experience from both sides

  • Satisfaction Survey (Housing)

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Understanding Customer Pricing

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • Driving business growth

  • Development of the Direct Offering

  • Benchmarking Mystery Shopping

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Cathedral Visitor Survey

  • Comms testing alongside NPD

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Engaging adults back into education

  • Plasterboard Packaging Research

  • Brand Development

  • Luxury In-store Display

  • Brand Image Research

  • Visitor Survey

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Staff Surveys

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Tourism Focus Groups

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Website Development

  • Global Advertising Campaign

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Affinities Partner

  • Loyalty Scheme

Contact Phoenix MRC


01242 256816



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

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