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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

  • Comms testing alongside NPD

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Housing Scheme Test

  • Audience Development Plan

  • Reader Satisfaction

  • Staff Surveys

  • Tourism Focus Groups

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Cathedral Visitor Survey

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Engaging adults back into education

  • New Expert Information Product

  • Global Advertising Campaign

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Development of the Direct Offering

  • Mixed Media Advertising Analysis

  • Understanding Customer Pricing

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Communication: New and existing financial products

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Strategic Brand Development

  • Loyalty Scheme

  • Broker Relationship Survey

  • Satisfaction Survey (Housing)

  • Website Development

  • Affinities Partner

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Brand Image Research

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Brand Development

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

Contact Phoenix MRC


01242 256816



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

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