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

  • Broker Relationship Survey

  • Sentencers' Satisfaction Survey

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Understanding the Sales Journey Experience from both sides

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • International Satisfaction & Development

  • Affinities Partner

  • Understanding Attrition

  • Brand Image Research

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • New Expert Information Product

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Engaging adults back into education

  • Service Delivery Mystery Shopping

  • Driving business growth

  • Strategic Brand Development

  • Website Development

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Understanding Customer Pricing

  • Visitor Survey

  • Luxury In-store Display

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Product Development using Ethnography

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Brand Development

  • Development of the Direct Offering

  • Housing Scheme Test

  • Loyalty Scheme

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Prototype Evaluation

  • Reader Satisfaction

  • Brand Development & Product Screening

Contact Phoenix MRC


01242 256816



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

Find us