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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

  • Engaging adults back into education

  • Prototype Evaluation

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Compliance Mystery Shopping

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Brand Image Research

  • Website Development

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • Visitor Survey

  • Understanding Attrition

  • Luxury In-store Display

  • International Satisfaction & Development

  • Staff Surveys

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Housing Scheme Test

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Satisfaction Survey (Housing)

  • Loyalty Scheme

  • Public Consultation - Council Tax

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Brand Development

  • Revitalising Existing Brand

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

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