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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

  • Communication: New and existing financial products

  • Understanding Attrition

  • Reader Satisfaction

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Tourism Focus Groups

  • New Expert Information Product

  • Luxury In-store Display

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Driving business growth

  • Plasterboard Packaging Research

  • Trade-off Pricing Research

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Staff Surveys

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Mixed Media Advertising Analysis

  • Service Delivery Mystery Shopping

  • Website Development

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Brand Image Research

  • Understanding Customer Pricing

  • Brand Development

  • Cathedral Visitor Survey

  • Audience Development Plan

  • Engaging adults back into education

  • Marketing consultancy for direct insurance

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Visitor Survey

  • Broker Relationship Survey

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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