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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

  • Staff Surveys

  • Broker Relationship Survey

  • Developing marketing materials for new products

  • Brand Image Research

  • Comms testing alongside NPD

  • Engaging adults back into education

  • Satisfaction Survey (Housing)

  • Service Delivery Mystery Shopping

  • Driving business growth

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Visitor Survey

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Understanding Customer Pricing

  • Brand Development

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Affinities Partner

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Understanding the use of Temporary Labour

  • Revitalising Existing Brand

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Communication: New and existing financial products

  • Audience Development Plan

  • New Expert Information Product

  • Understanding Attrition

  • Website Development

  • Prototype Evaluation

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Sentencers' Satisfaction Survey

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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