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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

  • Marketing consultancy for direct insurance

  • Understanding the use of Temporary Labour

  • Brand Development

  • Tourism Focus Groups

  • Housing Scheme Test

  • Brand Image Research

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Affinities Partner

  • Audience Development Plan

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • New Expert Information Product

  • Website Development

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Visitor Survey

  • Sports Facility Survey

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Understanding Customer Pricing

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

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