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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

  • Marketing consultancy for direct insurance

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Loyalty Scheme

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Product Development using Ethnography

  • New Expert Information Product

  • Tourism Focus Groups

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Plasterboard Packaging Research

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Engaging adults back into education

  • Reader Satisfaction

  • Brand Image Research

  • Public Consultation - Council Tax

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Audience Development Plan

  • International Satisfaction & Development

  • Help Desk Mystery Shopping

  • Driving business growth

  • Public Consultation - Waste

  • Luxury In-store Display

  • Understanding the use of Temporary Labour

  • Sports Facility Survey

  • Satisfaction Survey (Housing)

  • Visitor Survey

  • Comms testing alongside NPD

  • Website Development

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Brand Development

  • Revitalising Existing Brand

Contact Phoenix MRC


01242 256816



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

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