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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 Satisfaction & Development

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Brand Development

  • Reader Satisfaction

  • Loyalty Scheme

  • Audience Development Plan

  • Public Consultation - Waste

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Understanding Attrition

  • Trade-off Pricing Research

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Staff Surveys

  • Revitalising Existing Brand

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Help Desk Mystery Shopping

  • Website Development

  • Satisfaction Survey (Housing)

  • Housing Scheme Test

  • Driving business growth

  • Brand Image Research

  • Comms testing alongside NPD

  • Adult Home Care Tracking Product Development

  • Tourism Focus Groups

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Understanding Local Business Needs

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • International Competitor Mystery Shopping

  • Strategic Brand Development

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

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