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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

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Plasterboard Packaging Research

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Strategic Brand Development

  • Understanding Attrition

  • Loyalty Scheme

  • Development of the Direct Offering

  • Driving business growth

  • Revitalising Existing Brand

  • Reader Satisfaction

  • New Expert Information Product

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Marketing consultancy for direct insurance

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Engaging adults back into education

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Developing marketing materials for new products

  • Website Development

  • Sports Facility Survey

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Understanding the Sales Journey Experience from both sides

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Satisfaction Survey (Housing)

  • Public Consultation - Waste

  • Staff Surveys

  • Global Advertising Campaign

  • Visitor Survey

Contact Phoenix MRC


01242 256816



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

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