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

  • Financial Brand Satisfaction Tracking

  • Understanding Attrition

  • Sports Facility Survey

  • Brand Development & Product Screening

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Staff Surveys

  • Cathedral Visitor Survey

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • Development of the Direct Offering

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Affinities Partner

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Engaging adults back into education

  • Understanding Customer Pricing

  • International Satisfaction & Development

  • New Expert Information Product

  • Developing marketing materials for new products

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Visitor Survey

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Marketing consultancy for direct insurance

  • Loyalty Scheme

  • Broker Relationship Survey

  • Driving business growth

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us