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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

  • Development of the Direct Offering

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Compliance Mystery Shopping

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • Website Development

  • Developing marketing materials for new products

  • Driving business growth

  • Engaging adults back into education

  • Audience Development Plan

  • Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Luxury In-store Display

  • Loyalty Scheme

  • International Satisfaction & Development

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Housing Scheme Test

  • Brand Development

  • Sentencers' Satisfaction Survey

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Understanding Attrition

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Public Consultation - Council Tax

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Staff Surveys

  • Revitalising Existing Brand

  • Brand Image Research

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Understanding the use of Temporary Labour

Contact Phoenix MRC


01242 256816



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

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