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

  • Audience Development Plan

  • Brand Development

  • Global Advertising Campaign

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Driving business growth

  • Product Development using Ethnography

  • Housing Scheme Test

  • Luxury In-store Display

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • Website Development

  • Development of the Direct Offering

  • Affinities Partner

  • Benchmarking Mystery Shopping

  • New Expert Information Product

  • Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Revitalising Existing Brand

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Broker Relationship Survey

  • Engaging adults back into education

  • Staff Surveys

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

Find us