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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

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Website Development

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Staff Surveys

  • Public Consultation - Council Tax

  • Multi-national Usage & Attitude Survey

  • Strategic Brand Development

  • Brand Development & Product Screening

  • Understanding Attrition

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Brand Development

  • New Expert Information Product

  • Visitor Survey

  • Driving business growth

  • Compliance Mystery Shopping

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Housing Scheme Test

  • Audience Development Plan

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • Engaging adults back into education

  • Public Consultation - Waste

  • Plasterboard Packaging Research

  • Benchmarking Mystery Shopping

  • Understanding the use of Temporary Labour

  • Development of the Direct Offering

  • Financial Brand Satisfaction Tracking

  • Cathedral Visitor Survey

  • Comms testing alongside NPD

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Luxury In-store Display

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

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