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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

  • Cathedral Visitor Survey

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Staff Surveys

  • Sentencers' Satisfaction Survey

  • Audience Development Plan

  • Website Development

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Comms testing alongside NPD

  • Understanding Attrition

  • Affinities Partner

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Brand Development & Product Screening

  • International Satisfaction & Development

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • Brand Image Research

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Engaging adults back into education

  • Luxury In-store Display

  • Development of the Direct Offering

  • Strategic Brand Development

  • New Expert Information Product

  • Driving business growth

  • Brand Development

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • Plasterboard Packaging Research

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

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