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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

  • Loyalty Scheme

  • Communication: New and existing financial products

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Tourism Focus Groups

  • Understanding the Sales Journey Experience from both sides

  • Help Desk Mystery Shopping

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • Affinities Partner

  • International Satisfaction & Development

  • Visitor Survey

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Brand Development

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Driving business growth

  • Plasterboard Packaging Research

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • New Expert Information Product

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • Staff Surveys

  • Prototype Evaluation

  • Understanding Attrition

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • Broker Relationship Survey

  • Sentencers' Satisfaction Survey

  • Website Development

  • Audience Development Plan

  • Strategic Brand Development

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

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