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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

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Global Advertising Campaign

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Staff Surveys

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • Affinities Partner

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Compliance Mystery Shopping

  • Marketing consultancy for direct insurance

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Brand Development

  • Adult Home Care Tracking Product Development

  • Driving business growth

  • Understanding Attrition

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Service Delivery Mystery Shopping

  • Public Consultation - Waste

  • Plasterboard Packaging Research

  • Understanding the Sales Journey Experience from both sides

  • Benchmarking Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • Visitor Survey

  • Brand Image Research

  • Sports Facility Survey

  • Website Development

  • International Satisfaction & Development

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

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