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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

  • Engaging adults back into education

  • Visitor Survey

  • Website Development

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • Audience Development Plan

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Staff Surveys

  • Driving business growth

  • Trade-off Pricing Research

  • Communication: New and existing financial products

  • International Competitor Mystery Shopping

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Brand Image Research

  • Luxury In-store Display

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • Brand Development & Product Screening

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Affinities Partner

  • Understanding Customer Pricing

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Brand Development

Contact Phoenix MRC


01242 256816



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

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