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

  • Help Desk Mystery Shopping

  • Reader Satisfaction

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Visitor Survey

  • Service Delivery Mystery Shopping

  • Understanding Local Business Needs

  • Brand Development

  • Sports Facility Survey

  • Developing marketing materials for new products

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Affinities Partner

  • Understanding the use of Temporary Labour

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Global Advertising Campaign

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Trade-off Pricing Research

  • Website Development

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Brand Image Research

  • Staff Surveys

  • Engaging adults back into education

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Prototype Evaluation

  • Compliance Mystery Shopping

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

Find us