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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

  • Broker Relationship Survey

  • Luxury In-store Display

  • Driving business growth

  • Cathedral Visitor Survey

  • Visitor Survey

  • Development of the Direct Offering

  • Sports Facility Survey

  • Audience Development Plan

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Developing marketing materials for new products

  • International Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Brand Image Research

  • Understanding Attrition

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Multi-national Usage & Attitude Survey

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Website Development

  • Sentencers' Satisfaction Survey

  • Communication: New and existing financial products

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • International Satisfaction & Development

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Reader Satisfaction

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Brand Development

Contact Phoenix MRC


01242 256816



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

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