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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

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • Trade-off Pricing Research

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • Engaging adults back into education

  • Service Delivery Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Staff Surveys

  • International Satisfaction & Development

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Loyalty Scheme

  • Tourism Focus Groups

  • Reader Satisfaction

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Understanding Local Business Needs

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Website Development

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Product Development using Ethnography

  • New Expert Information Product

  • Visitor Survey

  • Affinities Partner

  • Public Consultation - Waste

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Brand Development

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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