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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

  • Understanding Local Business Needs

  • International Satisfaction & Development

  • Staff Surveys

  • Satisfaction Survey (Housing)

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Developing marketing materials for new products

  • Mixed Media Advertising Analysis

  • Plasterboard Packaging Research

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Communication: New and existing financial products

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Housing Scheme Test

  • Broker Relationship Survey

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • International Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Brand Image Research

  • Reader Satisfaction

  • Understanding Attrition

  • Affinities Partner

  • Revitalising Existing Brand

  • Driving business growth

  • Visitor Survey

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Tourism Focus Groups

  • Website Development

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Compliance Mystery Shopping

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Global Advertising Campaign

  • Luxury In-store Display

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

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