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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

  • Understanding the Sales Journey Experience from both sides

  • Staff Surveys

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Affinities Partner

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Product Development using Ethnography

  • Website Development

  • Understanding the use of Temporary Labour

  • Brand Image Research

  • Luxury In-store Display

  • Understanding Attrition

  • Prototype Evaluation

  • Audience Development Plan

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Brand Development

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Compliance Mystery Shopping

  • Visitor Survey

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Driving business growth

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Loyalty Scheme

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Strategic Brand Development

  • Public Consultation - Waste

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

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