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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

  • Trade-off Pricing Research

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Public Consultation - Council Tax

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Reader Satisfaction

  • Comms testing alongside NPD

  • International Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Understanding Customer Pricing

  • Brand Development

  • Website Development

  • Developing marketing materials for new products

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Luxury In-store Display

  • Understanding the Sales Journey Experience from both sides

  • Staff Surveys

  • Public Consultation - Waste

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Audience Development Plan

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Development of the Direct Offering

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Satisfaction Survey (Housing)

  • Marketing consultancy for direct insurance

  • Visitor Survey

  • Understanding Local Business Needs

  • Affinities Partner

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

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