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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 Attrition

  • Product Development using Ethnography

  • Staff Surveys

  • Competitor Mystery Shopping

  • Sports Facility Survey

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Luxury In-store Display

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Affinities Partner

  • Understanding the use of Temporary Labour

  • Mixed Media Advertising Analysis

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Help Desk Mystery Shopping

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • New Expert Information Product

  • Website Development

  • Driving business growth

  • Brand Image Research

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Developing marketing materials for new products

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Brand Development

  • Engaging adults back into education

  • Tourism Focus Groups

  • Loyalty Scheme

  • Housing Scheme Test

  • Prototype Evaluation

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Multi-national Usage & Attitude Survey

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Visitor Survey

  • Adult Home Care Tracking Product Development

Contact Phoenix MRC


01242 256816



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

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