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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

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

  • Affinities Partner

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • Adult Home Care Tracking Product Development

  • Strategic Brand Development

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Engaging adults back into education

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Driving business growth

  • Trade-off Pricing Research

  • Cathedral Visitor Survey

  • Product Development using Ethnography

  • Brand Development

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • International Satisfaction & Development

  • New Expert Information Product

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Loyalty Scheme

  • Development of the Direct Offering

  • Staff Surveys

  • Reader Satisfaction

  • Sports Facility Survey

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Website Development

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

Contact Phoenix MRC


01242 256816



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

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