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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

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Understanding Customer Pricing

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Revitalising Existing Brand

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Website Development

  • Staff Surveys

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Public Consultation - Waste

  • Brand Development & Product Screening

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Visitor Survey

  • Product Development using Ethnography

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Brand Development

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Communication: New and existing financial products

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • Driving business growth

  • Comms testing alongside NPD

  • Sentencers' Satisfaction Survey

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Tourism Focus Groups

  • Strategic Brand Development

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Audience Development Plan

  • Marketing consultancy for direct insurance

  • Reader Satisfaction

  • Housing Scheme Test

  • Development of the Direct Offering

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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