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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

  • Housing Scheme Test

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Visitor Survey

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • Staff Surveys

  • Sports Facility Survey

  • Communication: New and existing financial products

  • Website Development

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • Sentencers' Satisfaction Survey

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • New Expert Information Product

  • Prototype Evaluation

  • Broker Relationship Survey

  • Reader Satisfaction

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Marketing consultancy for direct insurance

  • Help Desk Mystery Shopping

  • Brand Image Research

  • Understanding Customer Pricing

  • Strategic Brand Development

  • Adult Home Care Tracking Product Development

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Service Delivery Mystery Shopping

  • Driving business growth

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Brand Development

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • Tourism Focus Groups

  • Affinities Partner

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Public Consultation - Waste

Contact Phoenix MRC


01242 256816



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

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