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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

  • Comms testing alongside NPD

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • Housing Scheme Test

  • Communication: New and existing financial products

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Brand Development

  • Marketing consultancy for direct insurance

  • Satisfaction Survey (Housing)

  • Help Desk Mystery Shopping

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Driving business growth

  • Understanding Attrition

  • Product Development using Ethnography

  • Engaging adults back into education

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • Prototype Evaluation

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Revitalising Existing Brand

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Reader Satisfaction

  • Website Development

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Staff Surveys

  • Sentencers' Satisfaction Survey

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Sports Facility Survey

  • Affinities Partner

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Visitor Survey

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

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