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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

  • Strategic Brand Development

  • Staff Surveys

  • Loyalty Scheme

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Website Development

  • Visitor Survey

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Public Consultation - Waste

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Understanding the use of Temporary Labour

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Trade-off Pricing Research

  • Brand Image Research

  • Understanding Customer Pricing

  • Luxury In-store Display

  • New Expert Information Product

  • Reader Satisfaction

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Brand Development

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • Prototype Evaluation

  • Driving business growth

  • Understanding Local Business Needs

  • Affinities Partner

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Mixed Media Advertising Analysis

Contact Phoenix MRC


01242 256816



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

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