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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

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Understanding Attrition

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Reader Satisfaction

  • Staff Surveys

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Brand Development

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Driving business growth

  • Marketing consultancy for direct insurance

  • Plasterboard Packaging Research

  • Brand Development & Product Screening

  • Brand Image Research

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Affinities Partner

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Strategic Brand Development

  • Audience Development Plan

  • Luxury In-store Display

  • Development of the Direct Offering

  • Sports Facility Survey

  • Housing Scheme Test

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Website Development

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Prototype Evaluation

  • Visitor Survey

Contact Phoenix MRC


01242 256816



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

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