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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

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Understanding Attrition

  • Prototype Evaluation

  • Driving business growth

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Trade-off Pricing Research

  • Public Consultation - Council Tax

  • Staff Surveys

  • Communication: New and existing financial products

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Brand Development

  • Website Development

  • Brand Image Research

  • Affinities Partner

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Visitor Survey

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Comms testing alongside NPD

  • Financial Brand Satisfaction Tracking

  • New Expert Information Product

  • Revitalising Existing Brand

  • Development of the Direct Offering

  • Brand Development & Product Screening

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • Housing Scheme Test

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

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