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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

  • Reader Satisfaction

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Strategic Brand Development

  • Loyalty Scheme

  • Housing Scheme Test

  • Brand Image Research

  • Help Desk Mystery Shopping

  • Understanding Attrition

  • Brand Development

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Adult Home Care Tracking Product Development

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • New Expert Information Product

  • Staff Surveys

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Global Advertising Campaign

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Communication: New and existing financial products

  • Affinities Partner

  • Luxury In-store Display

  • Engaging adults back into education

  • Visitor Survey

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Driving business growth

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Website Development

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

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