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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

  • Service Delivery Mystery Shopping

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Housing Scheme Test

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Comms testing alongside NPD

  • Affinities Partner

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • International Satisfaction & Development

  • Trade-off Pricing Research

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Development of the Direct Offering

  • New Expert Information Product

  • Brand Image Research

  • Global Advertising Campaign

  • Strategic Brand Development

  • Broker Relationship Survey

  • Driving business growth

  • Luxury In-store Display

  • Tourism Focus Groups

  • Plasterboard Packaging Research

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • Satisfaction Survey (Housing)

  • Website Development

  • Mixed Media Advertising Analysis

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Audience Development Plan

  • Visitor Survey

  • Communication: New and existing financial products

  • Staff Surveys

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

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