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

  • Driving business growth

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Sports Facility Survey

  • Understanding Customer Pricing

  • Visitor Survey

  • Development of the Direct Offering

  • Staff Surveys

  • Financial Brand Satisfaction Tracking

  • Developing marketing materials for new products

  • Luxury In-store Display

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Affinities Partner

  • Brand Development

  • International Satisfaction & Development

  • Strategic Brand Development

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Brand Image Research

  • Brand Development & Product Screening

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Reader Satisfaction

  • Prototype Evaluation

  • Public Consultation - Waste

  • Website Development

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Service Delivery Mystery Shopping

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Audience Development Plan

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Housing Scheme Test

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • Revitalising Existing Brand

Contact Phoenix MRC


01242 256816



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

Find us