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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 use of Temporary Labour

  • Website Development

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Prototype Evaluation

  • Understanding Attrition

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • International Satisfaction & Development

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

  • Engaging adults back into education

  • Affinities Partner

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Financial Brand Satisfaction Tracking

  • Strategic Brand Development

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Reader Satisfaction

  • Driving business growth

  • Public Consultation - Council Tax

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Sports Facility Survey

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Housing Scheme Test

  • Brand Development

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Visitor Survey

  • Trade-off Pricing Research

  • New Expert Information Product

  • Global Advertising Campaign

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

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