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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

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • New Expert Information Product

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • Sports Facility Survey

  • Development of the Direct Offering

  • Understanding the use of Temporary Labour

  • Visitor Survey

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Loyalty Scheme

  • Driving business growth

  • Broker Relationship Survey

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Brand Development

  • Reader Satisfaction

  • Audience Development Plan

  • Website Development

  • Revitalising Existing Brand

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

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