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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

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Audience Development Plan

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Developing marketing materials for new products

  • Understanding Attrition

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Mixed Media Advertising Analysis

  • Benchmarking Mystery Shopping

  • Representative panel building

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Loyalty Scheme

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Revitalising Existing Brand

  • Website Development

  • Brand Development

  • Sports Facility Survey

  • Reader Satisfaction

  • Broker Relationship Survey

  • Multi-national Usage & Attitude Survey

  • Engaging adults back into education

  • Product Development using Ethnography

  • Brand Development & Product Screening

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Communication: New and existing financial products

  • Global Advertising Campaign

  • Brand Image Research

  • Prototype Evaluation

  • Comms testing alongside NPD

  • Compliance Mystery Shopping

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Luxury In-store Display

  • Adult Home Care Tracking Product Development

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Staff Surveys

  • Driving business growth

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Visitor Survey

  • Understanding the use of Temporary Labour

Contact Phoenix MRC


+44 (0) 1242 256816



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

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