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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

  • Communication: New and existing financial products

  • Brand Image Research

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Housing Scheme Test

  • Affinities Partner

  • Public Consultation - Council Tax

  • Visitor Survey

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • Reader Satisfaction

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Sports Facility Survey

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Staff Surveys

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Website Development

  • Developing marketing materials for new products

  • Brand Development & Product Screening

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Luxury In-store Display

  • International Satisfaction & Development

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Driving business growth

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • Broker Relationship Survey

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

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