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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

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Service Delivery Mystery Shopping

  • Brand Development & Product Screening

  • Tourism Focus Groups

  • Audience Development Plan

  • Marketing consultancy for direct insurance

  • Developing marketing materials for new products

  • Mixed Media Advertising Analysis

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Satisfaction Survey (Housing)

  • Website Development

  • Visitor Survey

  • Development of the Direct Offering

  • Brand Image Research

  • Housing Scheme Test

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • International Satisfaction & Development

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Brand Development

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Global Advertising Campaign

  • Reader Satisfaction

  • Product Development using Ethnography

  • Strategic Brand Development

  • Driving business growth

  • Understanding Attrition

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Affinities Partner

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • Plasterboard Packaging Research

  • New Expert Information Product

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Cathedral Visitor Survey

Contact Phoenix MRC


01242 256816



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

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