Skip navigation

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

  • Audience Development Plan

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Product Development using Ethnography

  • Visitor Survey

  • Driving business growth

  • Sports Facility Survey

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Adult Home Care Tracking Product Development

  • Understanding Customer Pricing

  • Brand Image Research

  • Brand Development

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • International Satisfaction & Development

  • Affinities Partner

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Communication: New and existing financial products

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Luxury In-store Display

  • Website Development

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Strategic Brand Development

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Help Desk Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us