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

  • Public Consultation - Waste

  • Understanding Attrition

  • Understanding Customer Pricing

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Housing Scheme Test

  • Loyalty Scheme

  • Tourism Focus Groups

  • Mixed Media Advertising Analysis

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Communication: New and existing financial products

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Engaging adults back into education

  • Development of the Direct Offering

  • Driving business growth

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

  • Visitor Survey

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Sports Facility Survey

  • Brand Development

  • Website Development

  • Strategic Brand Development

  • International Satisfaction & Development

  • Public Consultation - Council Tax

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Reader Satisfaction

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us