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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

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Brand Image Research

  • Developing marketing materials for new products

  • Website Development

  • Brand Development

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Public Consultation - Waste

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Broker Relationship Survey

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Comms testing alongside NPD

  • Communication: New and existing financial products

  • Understanding Attrition

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Prototype Evaluation

  • Visitor Survey

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Housing Scheme Test

  • Reader Satisfaction

  • Global Advertising Campaign

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Help Desk Mystery Shopping

  • Luxury In-store Display

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Product Development using Ethnography

Contact Phoenix MRC


01242 256816



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

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