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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

  • Prototype Evaluation

  • Visitor Survey

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Engaging adults back into education

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Housing Scheme Test

  • Brand Development & Product Screening

  • International Satisfaction & Development

  • Luxury In-store Display

  • Staff Surveys

  • Brand Image Research

  • Representative panel building

  • Understanding Attrition

  • Communication: New and existing financial products

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Satisfaction Survey (Housing)

  • Trade-off Pricing Research

  • Public Consultation - Waste

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Driving business growth

  • Cathedral Visitor Survey

  • Global Advertising Campaign

  • Brand Development

  • Understanding Local Business Needs

  • Reader Satisfaction

  • Affinities Partner

  • Website Development

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

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