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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

  • Brand Development & Product Screening

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Brand Development

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Staff Surveys

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Luxury In-store Display

  • Affinities Partner

  • Service Delivery Mystery Shopping

  • Visitor Survey

  • Revitalising Existing Brand

  • Multi-national Usage & Attitude Survey

  • Developing marketing materials for new products

  • Driving business growth

  • Understanding Local Business Needs

  • Loyalty Scheme

  • International Satisfaction & Development

  • Global Advertising Campaign

  • Housing Scheme Test

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • New Expert Information Product

  • Understanding Attrition

  • Website Development

  • Development of the Direct Offering

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Understanding Customer Pricing

  • Product Development using Ethnography

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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