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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

  • Strategic Brand Development

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Staff Surveys

  • Communication: New and existing financial products

  • Engaging adults back into education

  • Audience Development Plan

  • Brand Development

  • Plasterboard Packaging Research

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • International Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Driving business growth

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Brand Development & Product Screening

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Visitor Survey

  • Website Development

  • New Expert Information Product

  • Housing Scheme Test

  • Understanding the Sales Journey Experience from both sides

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Reader Satisfaction

  • Sports Facility Survey

  • International Satisfaction & Development

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Trade-off Pricing Research

  • Affinities Partner

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

Contact Phoenix MRC


01242 256816



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

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