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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

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • Luxury In-store Display

  • Driving business growth

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Website Development

  • Trade-off Pricing Research

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Service Delivery Mystery Shopping

  • Brand Development

  • Housing Scheme Test

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Understanding Attrition

  • Prototype Evaluation

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Staff Surveys

  • Reader Satisfaction

  • Developing marketing materials for new products

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Sports Facility Survey

  • Brand Image Research

  • Strategic Brand Development

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

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