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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

  • Brand Image Research

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Global Advertising Campaign

  • Staff Surveys

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Housing Scheme Test

  • Adult Home Care Tracking Product Development

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Affinities Partner

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Sports Facility Survey

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Driving business growth

  • Understanding Attrition

  • Visitor Survey

  • Luxury In-store Display

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • New Expert Information Product

  • Website Development

  • Brand Development

  • International Satisfaction & Development

  • Comms testing alongside NPD

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

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