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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

  • Sentencers' Satisfaction Survey

  • Help Desk Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Website Development

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Revitalising Existing Brand

  • Prototype Evaluation

  • Development of the Direct Offering

  • Staff Surveys

  • Affinities Partner

  • Global Advertising Campaign

  • Luxury In-store Display

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • Engaging adults back into education

  • Communication: New and existing financial products

  • Product Development using Ethnography

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • Visitor Survey

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Brand Image Research

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Audience Development Plan

  • Public Consultation - Waste

  • New Expert Information Product

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Trade-off Pricing Research

  • Brand Development

  • Loyalty Scheme

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

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