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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

  • Brand Image Research

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Sports Facility Survey

  • Driving business growth

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Understanding Attrition

  • Adult Home Care Tracking Product Development

  • Communication: New and existing financial products

  • Reader Satisfaction

  • Public Consultation - Waste

  • Loyalty Scheme

  • Luxury In-store Display

  • International Satisfaction & Development

  • Website Development

  • Brand Development

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

  • Affinities Partner

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Tourism Focus Groups

  • Brand Development & Product Screening

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Visitor Survey

  • Trade-off Pricing Research

  • Global Advertising Campaign

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Development of the Direct Offering

  • Multi-national Usage & Attitude Survey

  • Housing Scheme Test

  • Broker Relationship Survey

Contact Phoenix MRC


01242 256816



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

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