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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

  • Benchmarking Mystery Shopping

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • Brand Image Research

  • Loyalty Scheme

  • Sports Facility Survey

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Prototype Evaluation

  • Website Development

  • Strategic Brand Development

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Trade-off Pricing Research

  • Communication: New and existing financial products

  • Compliance Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Affinities Partner

  • Public Consultation - Council Tax

  • Product Development using Ethnography

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Brand Development

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Adult Home Care Tracking Product Development

  • Staff Surveys

  • New Expert Information Product

  • Mixed Media Advertising Analysis

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Housing Scheme Test

Contact Phoenix MRC


01242 256816



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

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