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

  • Brand Development

  • Brand Development & Product Screening

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Comms testing alongside NPD

  • Visitor Survey

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • Affinities Partner

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • Driving business growth

  • Housing Scheme Test

  • Prototype Evaluation

  • Public Consultation - Council Tax

  • Audience Development Plan

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Website Development

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Engaging adults back into education

  • Brand Image Research

  • Public Consultation - Waste

  • Sports Facility Survey

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Development of the Direct Offering

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Adult Home Care Tracking Product Development

  • Global Advertising Campaign

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

Contact Phoenix MRC


01242 256816



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

Find us