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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

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Brand Development

  • Staff Surveys

  • Engaging adults back into education

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Driving business growth

  • Competitor Mystery Shopping

  • Housing Scheme Test

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Brand Development & Product Screening

  • Luxury In-store Display

  • Website Development

  • International Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Understanding Local Business Needs

  • Affinities Partner

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Strategic Brand Development

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Reader Satisfaction

  • International Satisfaction & Development

  • Loyalty Scheme

  • Revitalising Existing Brand

  • Brand Image Research

  • Audience Development Plan

  • Comms testing alongside NPD

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Understanding Attrition

  • Marketing consultancy for direct insurance

Contact Phoenix MRC


01242 256816



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

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