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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

  • Help Desk Mystery Shopping

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Developing marketing materials for new products

  • Broker Relationship Survey

  • Housing Scheme Test

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • Compliance Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Sports Facility Survey

  • New Expert Information Product

  • Public Consultation - Waste

  • Reader Satisfaction

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Satisfaction Survey (Housing)

  • Staff Surveys

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Understanding Local Business Needs

  • Competitor Mystery Shopping

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Revitalising Existing Brand

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Strategic Brand Development

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Cathedral Visitor Survey

  • Brand Development

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Website Development

  • Trade-off Pricing Research

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Understanding the use of Temporary Labour

  • Tourism Focus Groups

  • Product Development using Ethnography

Contact Phoenix MRC


01242 256816



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

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