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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

  • Website Development

  • Driving business growth

  • Audience Development Plan

  • Brand Development

  • Product Development using Ethnography

  • Brand Development & Product Screening

  • Competitor Mystery Shopping

  • Brand Image Research

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Housing Scheme Test

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Plasterboard Packaging Research

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Satisfaction Survey (Housing)

  • Understanding the use of Temporary Labour

  • Tourism Focus Groups

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Engaging adults back into education

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • International Satisfaction & Development

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Development of the Direct Offering

  • Luxury In-store Display

  • Staff Surveys

  • Affinities Partner

  • Developing marketing materials for new products

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Communication: New and existing financial products

Contact Phoenix MRC


01242 256816



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

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