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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

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Communication: New and existing financial products

  • Representative panel building

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Sports Facility Survey

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Affinities Partner

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Website Development

  • Broker Relationship Survey

  • Brand Development

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Audience Development Plan

  • Comms testing alongside NPD

  • Brand Image Research

  • Public Consultation - Waste

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Benchmarking Mystery Shopping

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Visitor Survey

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Global Advertising Campaign

  • Strategic Brand Development

  • Driving business growth

  • Development of the Direct Offering

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Competitor Mystery Shopping

  • Understanding Attrition

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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