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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

  • Tourism Focus Groups

  • Driving business growth

  • Mixed Media Advertising Analysis

  • Staff Surveys

  • Marketing consultancy for direct insurance

  • Visitor Survey

  • International Satisfaction & Development

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Understanding the use of Temporary Labour

  • Public Consultation - Waste

  • Website Development

  • Revitalising Existing Brand

  • Brand Development

  • Affinities Partner

  • Loyalty Scheme

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Reader Satisfaction

  • New Expert Information Product

  • Broker Relationship Survey

  • Strategic Brand Development

  • Development of the Direct Offering

  • Public Consultation - Council Tax

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Understanding Attrition

  • Satisfaction Survey (Housing)

  • Engaging adults back into education

  • Brand Image Research

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Housing Scheme Test

  • Sports Facility Survey

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

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