Skip navigation

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

  • Visitor Survey

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Driving business growth

  • Prototype Evaluation

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Development of the Direct Offering

  • Luxury In-store Display

  • Adult Home Care Tracking Product Development

  • Understanding Attrition

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Strategic Brand Development

  • Tourism Focus Groups

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • International Satisfaction & Development

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Brand Development

  • Sports Facility Survey

  • New Expert Information Product

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Reader Satisfaction

  • Trade-off Pricing Research

  • Brand Image Research

  • Developing marketing materials for new products

  • Website Development

Contact Phoenix MRC


01242 256816



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

Find us