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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

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Public Consultation - Council Tax

  • Website Development

  • Multi-national Usage & Attitude Survey

  • Prototype Evaluation

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Cathedral Visitor Survey

  • Strategic Brand Development

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • Affinities Partner

  • Luxury In-store Display

  • Development of the Direct Offering

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • New Expert Information Product

  • Brand Image Research

  • Brand Development

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Understanding Attrition

  • Adult Home Care Tracking Product Development

  • Driving business growth

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Reader Satisfaction

  • Housing Scheme Test

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Comms testing alongside NPD

  • Audience Development Plan

  • Broker Relationship Survey

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • International Competitor Mystery Shopping

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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