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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

  • Cathedral Visitor Survey

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Audience Development Plan

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • Understanding Attrition

  • Brand Image Research

  • Development of the Direct Offering

  • Mixed Media Advertising Analysis

  • Tourism Focus Groups

  • Website Development

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Staff Surveys

  • Brand Development

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • Prototype Evaluation

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Affinities Partner

  • Housing Scheme Test

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Luxury In-store Display

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Visitor Survey

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

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