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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

  • New Expert Information Product

  • Understanding Attrition

  • Trade-off Pricing Research

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

  • Affinities Partner

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Development of the Direct Offering

  • Understanding Local Business Needs

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Loyalty Scheme

  • Broker Relationship Survey

  • Competitor Mystery Shopping

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Website Development

  • Public Consultation - Council Tax

  • Tourism Focus Groups

  • Visitor Survey

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • Product Development using Ethnography

  • Housing Scheme Test

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Sports Facility Survey

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Prototype Evaluation

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Brand Development

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Luxury In-store Display

  • Driving business growth

Contact Phoenix MRC


01242 256816



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

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