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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

  • Prototype Evaluation

  • Website Development

  • New Expert Information Product

  • International Satisfaction & Development

  • Audience Development Plan

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Visitor Survey

  • Global Advertising Campaign

  • Compliance Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Service Delivery Mystery Shopping

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Help Desk Mystery Shopping

  • Development of the Direct Offering

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Brand Image Research

  • Brand Development

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Staff Surveys

  • Strategic Brand Development

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Brand Development & Product Screening

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Communication: New and existing financial products

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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