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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 Customer Pricing

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Understanding the use of Temporary Labour

  • Understanding Attrition

  • Website Development

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • Housing Scheme Test

  • Financial Brand Satisfaction Tracking

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Affinities Partner

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Engaging adults back into education

  • Brand Development

  • Revitalising Existing Brand

  • Visitor Survey

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Loyalty Scheme

  • Product Development using Ethnography

  • Broker Relationship Survey

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Strategic Brand Development

  • Brand Image Research

  • Communication: New and existing financial products

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • New Expert Information Product

  • Reader Satisfaction

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Audience Development Plan

  • Comms testing alongside NPD

  • Global Advertising Campaign

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Trade-off Pricing Research

  • Adult Home Care Tracking Product Development

Contact Phoenix MRC


01242 256816



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

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