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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

  • Compliance Mystery Shopping

  • Luxury In-store Display

  • Communication: New and existing financial products

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Developing marketing materials for new products

  • Driving business growth

  • Brand Development

  • Comms testing alongside NPD

  • Product Development using Ethnography

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Strategic Brand Development

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • International Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Broker Relationship Survey

  • Understanding Attrition

  • Tourism Focus Groups

  • Brand Image Research

  • Marketing consultancy for direct insurance

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Visitor Survey

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

  • Audience Development Plan

  • Global Advertising Campaign

  • Sports Facility Survey

  • Public Consultation - Waste

  • New Expert Information Product

  • Housing Scheme Test

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

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