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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

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Affinities Partner

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Satisfaction Survey (Housing)

  • Staff Surveys

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Multi-national Usage & Attitude Survey

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Service Delivery Mystery Shopping

  • Website Development

  • Comms testing alongside NPD

  • Audience Development Plan

  • Brand Development

  • Adult Home Care Tracking Product Development

  • International Satisfaction & Development

  • Mixed Media Advertising Analysis

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Sports Facility Survey

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Loyalty Scheme

  • Development of the Direct Offering

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

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