Skip navigation

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

  • Website Development

  • New Expert Information Product

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Affinities Partner

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Engaging adults back into education

  • Tourism Focus Groups

  • Driving business growth

  • Prototype Evaluation

  • Loyalty Scheme

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Understanding the use of Temporary Labour

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Luxury In-store Display

  • Strategic Brand Development

  • Marketing consultancy for direct insurance

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Brand Development

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Development of the Direct Offering

  • Understanding Customer Pricing

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Visitor Survey

  • Trade-off Pricing Research

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Sentencers' Satisfaction Survey

  • Global Advertising Campaign

  • Revitalising Existing Brand

  • Understanding Attrition

  • Housing Scheme Test

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

Find us