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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

  • Staff Surveys

  • Engaging adults back into education

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Product Development using Ethnography

  • Reader Satisfaction

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Website Development

  • Understanding Attrition

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Trade-off Pricing Research

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Prototype Evaluation

  • Driving business growth

  • Luxury In-store Display

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Marketing consultancy for direct insurance

  • Plasterboard Packaging Research

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Tourism Focus Groups

  • Brand Development

  • Affinities Partner

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Sports Facility Survey

  • Comms testing alongside NPD

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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