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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

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Public Consultation - Council Tax

  • Tourism Focus Groups

  • Visitor Survey

  • Website Development

  • Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Understanding Attrition

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • Product Development using Ethnography

  • Reader Satisfaction

  • Audience Development Plan

  • Brand Development & Product Screening

  • Staff Surveys

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Driving business growth

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Affinities Partner

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Luxury In-store Display

  • Help Desk Mystery Shopping

  • Understanding the use of Temporary Labour

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Housing Scheme Test

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • Adult Home Care Tracking Product Development

  • Brand Development

  • International Competitor Mystery Shopping

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

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