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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

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Driving business growth

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • International Satisfaction & Development

  • Loyalty Scheme

  • Communication: New and existing financial products

  • New Expert Information Product

  • Understanding Attrition

  • Product Development using Ethnography

  • Website Development

  • Trade-off Pricing Research

  • Reader Satisfaction

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • Plasterboard Packaging Research

  • Service Delivery Mystery Shopping

  • Brand Development

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Development of the Direct Offering

  • Strategic Brand Development

  • Tourism Focus Groups

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Global Advertising Campaign

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Visitor Survey

  • Affinities Partner

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Multi-national Usage & Attitude Survey

Contact Phoenix MRC


01242 256816



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

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