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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

  • Public Consultation - Council Tax

  • Sports Facility Survey

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Public Consultation - Waste

  • Brand Image Research

  • Luxury In-store Display

  • Visitor Survey

  • Mixed Media Advertising Analysis

  • Driving business growth

  • Development of the Direct Offering

  • Housing Scheme Test

  • Product Development using Ethnography

  • Affinities Partner

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • Audience Development Plan

  • Comms testing alongside NPD

  • Tourism Focus Groups

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Trade-off Pricing Research

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Strategic Brand Development

  • Engaging adults back into education

  • Reader Satisfaction

  • Broker Relationship Survey

  • Staff Surveys

  • Website Development

  • Loyalty Scheme

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Prototype Evaluation

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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