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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

  • International Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Understanding Customer Pricing

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Audience Development Plan

  • Broker Relationship Survey

  • Sports Facility Survey

  • Housing Scheme Test

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Staff Surveys

  • Communication: New and existing financial products

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Prototype Evaluation

  • New Expert Information Product

  • Understanding Attrition

  • Product Development using Ethnography

  • Benchmarking Mystery Shopping

  • Visitor Survey

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Driving business growth

  • Mixed Media Advertising Analysis

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Brand Development & Product Screening

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Brand Development

  • Website Development

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Affinities Partner

  • Developing marketing materials for new products

  • Luxury In-store Display

  • Brand Image Research

  • Financial Brand Satisfaction Tracking

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Revitalising Existing Brand

  • Strategic Brand Development

Contact Phoenix MRC


01242 256816



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

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