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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

  • Cathedral Visitor Survey

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Reader Satisfaction

  • Broker Relationship Survey

  • Revitalising Existing Brand

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Strategic Brand Development

  • International Competitor Mystery Shopping

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Affinities Partner

  • Website Development

  • Understanding Local Business Needs

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Brand Image Research

  • New Expert Information Product

  • Mixed Media Advertising Analysis

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Communication: New and existing financial products

  • Engaging adults back into education

  • Visitor Survey

  • Audience Development Plan

  • Staff Surveys

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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