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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

  • Revitalising Existing Brand

  • Brand Image Research

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Public Consultation - Council Tax

  • Plasterboard Packaging Research

  • Driving business growth

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Reader Satisfaction

  • Loyalty Scheme

  • Understanding the Sales Journey Experience from both sides

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Sentencers' Satisfaction Survey

  • Global Advertising Campaign

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Public Consultation - Waste

  • Visitor Survey

  • New Expert Information Product

  • Staff Surveys

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • Website Development

  • Product Development using Ethnography

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Affinities Partner

  • Understanding Attrition

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Luxury In-store Display

  • Help Desk Mystery Shopping

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Brand Development & Product Screening

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

Contact Phoenix MRC


01242 256816



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

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