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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 Sales Journey Experience from both sides

  • Driving business growth

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Visitor Survey

  • Brand Development

  • Public Consultation - Council Tax

  • Audience Development Plan

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Website Development

  • Tourism Focus Groups

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Communication: New and existing financial products

  • Understanding Attrition

  • Brand Image Research

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Prototype Evaluation

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Sports Facility Survey

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Housing Scheme Test

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Revitalising Existing Brand

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

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