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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

  • Public Consultation - Council Tax

  • Multi-national Usage & Attitude Survey

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • Audience Development Plan

  • Service Delivery Mystery Shopping

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Housing Scheme Test

  • Prototype Evaluation

  • Brand Development & Product Screening

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Reader Satisfaction

  • International Satisfaction & Development

  • Luxury In-store Display

  • Staff Surveys

  • Engaging adults back into education

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Understanding the use of Temporary Labour

  • Help Desk Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • Public Consultation - Waste

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Cathedral Visitor Survey

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Satisfaction Survey (Housing)

  • Global Advertising Campaign

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Strategic Brand Development

  • Brand Image Research

  • Plasterboard Packaging Research

  • Affinities Partner

  • Website Development

  • Brand Development

  • Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Visitor Survey

  • Understanding Local Business Needs

Contact Phoenix MRC


01242 256816



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

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