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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

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Comms testing alongside NPD

  • Affinities Partner

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Staff Surveys

  • Understanding Customer Pricing

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Benchmarking Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Public Consultation - Council Tax

  • Housing Scheme Test

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • Prototype Evaluation

  • Broker Relationship Survey

  • Luxury In-store Display

  • Development of the Direct Offering

  • Representative panel building

  • Cathedral Visitor Survey

  • Brand Development

  • Understanding Local Business Needs

  • Reader Satisfaction

  • Website Development

  • Compliance Mystery Shopping

  • Brand Image Research

  • Audience Development Plan

  • Engaging adults back into education

  • Strategic Brand Development

  • International Competitor Mystery Shopping

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

  • Understanding Attrition

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Developing marketing materials for new products

  • Driving business growth

  • Communication: New and existing financial products

Contact Phoenix MRC


+44 (0) 1242 256816



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

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