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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 Attrition

  • Strategic Brand Development

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Loyalty Scheme

  • Global Advertising Campaign

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Compliance Mystery Shopping

  • Brand Development

  • Adult Home Care Tracking Product Development

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Driving business growth

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Sports Facility Survey

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Multi-national Usage & Attitude Survey

  • Developing marketing materials for new products

  • Website Development

  • Visitor Survey

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC


01242 256816



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

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