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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

  • Global Advertising Campaign

  • Sentencers' Satisfaction Survey

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Public Consultation - Council Tax

  • Development of the Direct Offering

  • New Expert Information Product

  • Brand Image Research

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Cathedral Visitor Survey

  • Multi-national Usage & Attitude Survey

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Prototype Evaluation

  • Housing Scheme Test

  • Financial Brand Satisfaction Tracking

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Reader Satisfaction

  • Website Development

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Tourism Focus Groups

  • Sports Facility Survey

  • Brand Development & Product Screening

  • Affinities Partner

  • Luxury In-store Display

  • Loyalty Scheme

  • Staff Surveys

  • Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Trade-off Pricing Research

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

Contact Phoenix MRC


01242 256816



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

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