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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

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Strategic Brand Development

  • Staff Surveys

  • Cathedral Visitor Survey

  • Luxury In-store Display

  • Brand Image Research

  • Public Consultation - Waste

  • Comms testing alongside NPD

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Driving business growth

  • Understanding Customer Pricing

  • Understanding Attrition

  • Product Development using Ethnography

  • Representative panel building

  • International Satisfaction & Development

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Affinities Partner

  • New Expert Information Product

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Engaging adults back into education

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Audience Development Plan

  • Website Development

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Visitor Survey

  • Mixed Media Advertising Analysis

  • Brand 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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