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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

  • Reader Satisfaction

  • Staff Surveys

  • Development of the Direct Offering

  • Luxury In-store Display

  • Visitor Survey

  • Trade-off Pricing Research

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Mixed Media Advertising Analysis

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Satisfaction Survey (Housing)

  • Brand Development

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Driving business growth

  • Loyalty Scheme

  • Website Development

  • International Satisfaction & Development

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Understanding Attrition

  • Prototype Evaluation

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Audience Development Plan

  • Housing Scheme Test

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Product Development using Ethnography

  • Sports Facility Survey

  • Broker Relationship Survey

Contact Phoenix MRC


01242 256816



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

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