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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

  • Understanding Customer Pricing

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Sports Facility Survey

  • Brand Image Research

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Development of the Direct Offering

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Understanding the Sales Journey Experience from both sides

  • Affinities Partner

  • Prototype Evaluation

  • Engaging adults back into education

  • Public Consultation - Waste

  • Loyalty Scheme

  • New Expert Information Product

  • Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Compliance Mystery Shopping

  • Brand Development

  • Global Advertising Campaign

  • Mixed Media Advertising Analysis

  • Broker Relationship Survey

  • Competitor Mystery Shopping

  • Driving business growth

  • Communication: New and existing financial products

  • Luxury In-store Display

  • Reader Satisfaction

  • Strategic Brand Development

  • Satisfaction Survey (Housing)

  • Website Development

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Revitalising Existing Brand

  • Product Development using Ethnography

  • Representative panel building

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

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