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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

  • Loyalty Scheme

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Global Advertising Campaign

  • Understanding Attrition

  • Product Development using Ethnography

  • Visitor Survey

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Website Development

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Driving business growth

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Marketing consultancy for direct insurance

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

  • International Satisfaction & Development

  • Reader Satisfaction

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Cathedral Visitor Survey

  • Brand Image Research

  • Brand Development

  • Service Delivery Mystery Shopping

  • Luxury In-store Display

Contact Phoenix MRC


01242 256816



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

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