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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

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • Brand Development

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Benchmarking Mystery Shopping

  • Brand Development & Product Screening

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Financial Brand Satisfaction Tracking

  • Revitalising Existing Brand

  • Understanding Attrition

  • Staff Surveys

  • Understanding Customer Pricing

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Plasterboard Packaging Research

  • Driving business growth

  • Brand Image Research

  • Loyalty Scheme

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • Comms testing alongside NPD

  • Website Development

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • New Expert Information Product

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Visitor Survey

  • Strategic Brand Development

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Affinities Partner

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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