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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

  • Multi-national Usage & Attitude Survey

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Brand Development

  • Understanding Local Business Needs

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Reader Satisfaction

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Prototype Evaluation

  • International Satisfaction & Development

  • Luxury In-store Display

  • Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Visitor Survey

  • Communication: New and existing financial products

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • Website Development

  • Engaging adults back into education

  • Understanding Attrition

  • Service Delivery Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Staff Surveys

  • Product Development using Ethnography

  • Loyalty Scheme

  • Broker Relationship Survey

  • Strategic Brand Development

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • New Expert Information Product

  • Driving business growth

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Brand Development & Product Screening

Contact Phoenix MRC


01242 256816



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

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