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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

  • Understanding the Sales Journey Experience from both sides

  • Driving business growth

  • Global Advertising Campaign

  • Public Consultation - Council Tax

  • Cathedral Visitor Survey

  • Understanding Local Business Needs

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Prototype Evaluation

  • Plasterboard Packaging Research

  • New Expert Information Product

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Luxury In-store Display

  • Website Development

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Visitor Survey

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Audience Development Plan

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Affinities Partner

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Brand Development

  • Tourism Focus Groups

  • Sports Facility Survey

  • International Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Developing marketing materials for new products

  • Brand Image Research

  • Understanding Attrition

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Mixed Media Advertising Analysis

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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