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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

  • Strategic Brand Development

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Public Consultation - Waste

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Product Development using Ethnography

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • Tourism Focus Groups

  • Loyalty Scheme

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Visitor Survey

  • Developing marketing materials for new products

  • Website Development

  • Understanding the use of Temporary Labour

  • Engaging adults back into education

  • Marketing consultancy for direct insurance

  • Driving business growth

  • Affinities Partner

  • Prototype Evaluation

  • Service Delivery Mystery Shopping

  • Understanding Local Business Needs

  • Brand Image Research

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Cathedral Visitor Survey

  • Trade-off Pricing Research

  • Brand Development

  • Compliance Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Audience Development Plan

  • Luxury In-store Display

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Communication: New and existing financial products

Contact Phoenix MRC


01242 256816



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

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