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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

  • Driving business growth

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Strategic Brand Development

  • Reader Satisfaction

  • Tourism Focus Groups

  • Housing Scheme Test

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Luxury In-store Display

  • Brand Development

  • Public Consultation - Waste

  • Visitor Survey

  • Brand Development & Product Screening

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • Plasterboard Packaging Research

  • Prototype Evaluation

  • Audience Development Plan

  • Development of the Direct Offering

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Engaging adults back into education

  • Website Development

  • Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Loyalty Scheme

  • Global Advertising Campaign

  • Brand Image Research

  • Staff Surveys

  • Sentencers' Satisfaction Survey

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Multi-national Usage & Attitude Survey

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

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