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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

  • Global Advertising Campaign

  • Public Consultation - Waste

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Public Consultation - Council Tax

  • Trade-off Pricing Research

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • New Expert Information Product

  • Understanding Customer Pricing

  • Luxury In-store Display

  • Product Development using Ethnography

  • Affinities Partner

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Sports Facility Survey

  • Revitalising Existing Brand

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • Brand Development & Product Screening

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Understanding Attrition

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • Marketing consultancy for direct insurance

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Loyalty Scheme

  • Brand Development

  • Strategic Brand Development

  • Engaging adults back into education

  • Communication: New and existing financial products

  • Website Development

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Compliance Mystery Shopping

  • Housing Scheme Test

Contact Phoenix MRC


01242 256816



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

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