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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

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Brand Image Research

  • Global Advertising Campaign

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Financial Brand Satisfaction Tracking

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Staff Surveys

  • Visitor Survey

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Compliance Mystery Shopping

  • Broker Relationship Survey

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • Plasterboard Packaging Research

  • Understanding Attrition

  • Strategic Brand Development

  • Understanding the use of Temporary Labour

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Revitalising Existing Brand

  • Product Development using Ethnography

  • Competitor Mystery Shopping

  • Driving business growth

  • New Expert Information Product

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Developing marketing materials for new products

  • Affinities Partner

  • Tourism Focus Groups

  • International Satisfaction & Development

  • Housing Scheme Test

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Website Development

  • Engaging adults back into education

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

Contact Phoenix MRC


01242 256816



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

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