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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

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Communication: New and existing financial products

  • Service Delivery Mystery Shopping

  • Driving business growth

  • Housing Scheme Test

  • Affinities Partner

  • Visitor Survey

  • Brand Development & Product Screening

  • Help Desk Mystery Shopping

  • Comms testing alongside NPD

  • Revitalising Existing Brand

  • Website Development

  • Brand Image Research

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Trade-off Pricing Research

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Brand Development

  • Global Advertising Campaign

  • Public Consultation - Council Tax

  • Tourism Focus Groups

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Satisfaction Survey (Housing)

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • Understanding Attrition

  • Luxury In-store Display

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

  • Prototype Evaluation

  • Understanding Local Business Needs

  • Audience Development Plan

  • International Satisfaction & Development

  • Staff Surveys

  • Adult Home Care Tracking Product Development

Contact Phoenix MRC


01242 256816



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

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