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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 Customer Pricing

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • Strategic Brand Development

  • Sports Facility Survey

  • Brand Development

  • Product Development using Ethnography

  • Website Development

  • Loyalty Scheme

  • Luxury In-store Display

  • Plasterboard Packaging Research

  • Trade-off Pricing Research

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Affinities Partner

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Brand Development & Product Screening

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Visitor Survey

  • Brand Image Research

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • Communication: New and existing financial products

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Prototype Evaluation

  • Housing Scheme Test

  • International Satisfaction & Development

  • Financial Brand Satisfaction Tracking

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Driving business growth

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • Understanding the use of Temporary Labour

  • Public Consultation - Waste

Contact Phoenix MRC


01242 256816



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

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