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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

  • Understanding Attrition

  • Trade-off Pricing Research

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • Driving business growth

  • Product Development using Ethnography

  • New Expert Information Product

  • Staff Surveys

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Prototype Evaluation

  • Website Development

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Loyalty Scheme

  • International Satisfaction & Development

  • Tourism Focus Groups

  • Visitor Survey

  • Understanding Customer Pricing

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

  • Understanding the use of Temporary Labour

  • Satisfaction Survey (Housing)

  • Competitor Mystery Shopping

  • Brand Development

  • Development of the Direct Offering

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Affinities Partner

  • International Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Engaging adults back into education

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Audience Development Plan

  • Understanding Local Business Needs

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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