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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

  • Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Luxury In-store Display

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Prototype Evaluation

  • Engaging adults back into education

  • Brand Development

  • Strategic Brand Development

  • Global Advertising Campaign

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Website Development

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Trade-off Pricing Research

  • Tourism Focus Groups

  • Affinities Partner

  • Staff Surveys

  • Financial Brand Satisfaction Tracking

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Audience Development Plan

  • Multi-national Usage & Attitude Survey

  • Communication: New and existing financial products

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Understanding Attrition

  • Visitor Survey

  • Brand Image Research

  • Understanding Local Business Needs

  • Help Desk Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Housing Scheme Test

  • Sports Facility Survey

  • Brand Development & Product Screening

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Driving business growth

Contact Phoenix MRC


01242 256816



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

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