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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 Customer Pricing

  • Driving business growth

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Tourism Focus Groups

  • Loyalty Scheme

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • Development of the Direct Offering

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Website Development

  • Communication: New and existing financial products

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Brand Image Research

  • Luxury In-store Display

  • Staff Surveys

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Public Consultation - Waste

  • New Expert Information Product

  • Audience Development Plan

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Affinities Partner

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Housing Scheme Test

Contact Phoenix MRC


01242 256816



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

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