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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

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Cathedral Visitor Survey

  • Visitor Survey

  • Comms testing alongside NPD

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Sports Facility Survey

  • Loyalty Scheme

  • Tourism Focus Groups

  • Brand Development & Product Screening

  • New Expert Information Product

  • Housing Scheme Test

  • Reader Satisfaction

  • Engaging adults back into education

  • Understanding Attrition

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Driving business growth

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Brand Image Research

  • Affinities Partner

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Website Development

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Luxury In-store Display

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Revitalising Existing Brand

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

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