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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 the Sales Journey Experience from both sides

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • Understanding Attrition

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Affinities Partner

  • Broker Relationship Survey

  • New Expert Information Product

  • Driving business growth

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Visitor Survey

  • Luxury In-store Display

  • Product Development using Ethnography

  • Understanding Customer Pricing

  • Brand Image Research

  • Understanding Local Business Needs

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Website Development

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Brand Development

  • Loyalty Scheme

  • Development of the Direct Offering

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Staff Surveys

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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