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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

  • Multi-national Usage & Attitude Survey

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Affinities Partner

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Understanding Attrition

  • Loyalty Scheme

  • Housing Scheme Test

  • Brand Image Research

  • Understanding the Sales Journey Experience from both sides

  • Engaging adults back into education

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • Driving business growth

  • Brand Development

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Website Development

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Plasterboard Packaging Research

  • Visitor Survey

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Trade-off Pricing Research

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Understanding Local Business Needs

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Development of the Direct Offering

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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