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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 use of Temporary Labour

  • International Satisfaction & Development

  • Service Delivery Mystery Shopping

  • Brand Development & Product Screening

  • Driving business growth

  • Visitor Survey

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Audience Development Plan

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Website Development

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • New Expert Information Product

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Satisfaction Survey (Housing)

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Engaging adults back into education

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Understanding Attrition

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Brand Image Research

  • Housing Scheme Test

  • Affinities Partner

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Reader Satisfaction

Contact Phoenix MRC


01242 256816



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

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