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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

  • Prototype Evaluation

  • Driving business growth

  • Comms testing alongside NPD

  • Sentencers' Satisfaction Survey

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • Communication: New and existing financial products

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Affinities Partner

  • Product Development using Ethnography

  • Understanding Attrition

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Reader Satisfaction

  • Satisfaction Survey (Housing)

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Developing marketing materials for new products

  • Staff Surveys

  • Broker Relationship Survey

  • Luxury In-store Display

  • Brand Image Research

  • Brand Development

  • Trade-off Pricing Research

  • New Expert Information Product

  • Engaging adults back into education

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Loyalty Scheme

  • Help Desk Mystery Shopping

  • Website Development

  • Visitor Survey

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

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