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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

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • New Expert Information Product

  • Tourism Focus Groups

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Broker Relationship Survey

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Brand Image Research

  • Multi-national Usage & Attitude Survey

  • Engaging adults back into education

  • Visitor Survey

  • Housing Scheme Test

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Brand Development

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Website Development

  • Driving business growth

  • Staff Surveys

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Prototype Evaluation

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Affinities Partner

  • Public Consultation - Waste

  • Understanding Attrition

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

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