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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

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Website Development

  • Plasterboard Packaging Research

  • Visitor Survey

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Broker Relationship Survey

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • Loyalty Scheme

  • Global Advertising Campaign

  • Affinities Partner

  • Understanding the Sales Journey Experience from both sides

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Audience Development Plan

  • Brand Image Research

  • Satisfaction Survey (Housing)

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • New Expert Information Product

  • Reader Satisfaction

  • Housing Scheme Test

  • Development of the Direct Offering

  • Brand Development

  • Engaging adults back into education

  • Public Consultation - Waste

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Service Delivery Mystery Shopping

  • Driving business growth

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • International Satisfaction & Development

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

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