Skip navigation

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

  • Brand Development

  • Brand Image Research

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Multi-national Usage & Attitude Survey

  • Trade-off Pricing Research

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Audience Development Plan

  • Global Advertising Campaign

  • Communication: New and existing financial products

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Tourism Focus Groups

  • Website Development

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Development of the Direct Offering

  • Comms testing alongside NPD

  • Competitor Mystery Shopping

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Luxury In-store Display

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • International Satisfaction & Development

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Visitor Survey

  • New Expert Information Product

  • International Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us