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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

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • International Competitor Mystery Shopping

  • Development of the Direct Offering

  • New Expert Information Product

  • Loyalty Scheme

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Visitor Survey

  • Understanding Attrition

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Strategic Brand Development

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Luxury In-store Display

  • Staff Surveys

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • Multi-national Usage & Attitude Survey

  • Website Development

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Public Consultation - Waste

  • Brand Image Research

  • Driving business growth

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • Brand Development

  • Affinities Partner

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Marketing consultancy for direct insurance

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Housing Scheme Test

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Benchmarking Mystery Shopping

  • Service Delivery Mystery Shopping

  • Understanding Local Business Needs

Contact Phoenix MRC


01242 256816



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

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