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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

  • New Expert Information Product

  • Understanding Customer Pricing

  • Housing Scheme Test

  • Prototype Evaluation

  • Brand Image Research

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Driving business growth

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Compliance Mystery Shopping

  • Marketing consultancy for direct insurance

  • International Satisfaction & Development

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Brand Development

  • Audience Development Plan

  • Visitor Survey

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Engaging adults back into education

  • Trade-off Pricing Research

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Website Development

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Sports Facility Survey

  • Communication: New and existing financial products

  • Luxury In-store Display

  • Affinities Partner

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Loyalty Scheme

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Understanding Attrition

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

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