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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 Customer Pricing

  • Tourism Focus Groups

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Global Advertising Campaign

  • Audience Development Plan

  • Brand Development & Product Screening

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Representative panel building

  • Trade-off Pricing Research

  • Housing Scheme Test

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • Website Development

  • International Satisfaction & Development

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Reader Satisfaction

  • Strategic Brand Development

  • Brand Image Research

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

  • Driving business growth

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Staff Surveys

  • Cathedral Visitor Survey

  • Affinities Partner

  • Visitor Survey

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Engaging adults back into education

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

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