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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

  • Service Delivery Mystery Shopping

  • Visitor Survey

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Cathedral Visitor Survey

  • Understanding Attrition

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Tourism Focus Groups

  • Brand Image Research

  • Loyalty Scheme

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Audience Development Plan

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Website Development

  • Understanding the Sales Journey Experience from both sides

  • Strategic Brand Development

  • Brand Development

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Driving business growth

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Marketing consultancy for direct insurance

  • Comms testing alongside NPD

  • Luxury In-store Display

  • Product Development using Ethnography

  • Mixed Media Advertising Analysis

  • Staff Surveys

  • Affinities Partner

  • Prototype Evaluation

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

Contact Phoenix MRC


01242 256816



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

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