Skip navigation

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 Attrition

  • Staff Surveys

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Tourism Focus Groups

  • Luxury In-store Display

  • Sports Facility Survey

  • Prototype Evaluation

  • Public Consultation - Council Tax

  • Satisfaction Survey (Housing)

  • Loyalty Scheme

  • Cathedral Visitor Survey

  • Multi-national Usage & Attitude Survey

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Driving business growth

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Audience Development Plan

  • Competitor Mystery Shopping

  • Brand Development

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • Compliance Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Global Advertising Campaign

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Affinities Partner

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Visitor Survey

  • Brand Image Research

  • Website Development

  • Public Consultation - Waste

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

Find us