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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

  • Tourism Focus Groups

  • Understanding Attrition

  • Brand Development

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Cathedral Visitor Survey

  • Adult Home Care Tracking Product Development

  • Staff Surveys

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Understanding the Sales Journey Experience from both sides

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Driving business growth

  • New Expert Information Product

  • Affinities Partner

  • Luxury In-store Display

  • Visitor Survey

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • Website Development

  • Public Consultation - Council Tax

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Strategic Brand Development

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Brand Image Research

  • Communication: New and existing financial products

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Benchmarking Mystery Shopping

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Brand Development & Product Screening

  • Audience Development Plan

  • Help Desk Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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