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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

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Adult Home Care Tracking Product Development

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Sports Facility Survey

  • New Expert Information Product

  • Communication: New and existing financial products

  • Understanding the use of Temporary Labour

  • Brand Image Research

  • Plasterboard Packaging Research

  • Benchmarking Mystery Shopping

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • Brand Development & Product Screening

  • Housing Scheme Test

  • Product Development using Ethnography

  • International Satisfaction & Development

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Help Desk Mystery Shopping

  • Affinities Partner

  • Service Delivery Mystery Shopping

  • Brand Development

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • International Competitor Mystery Shopping

  • Broker Relationship Survey

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Website Development

  • Understanding Attrition

  • Cathedral Visitor Survey

  • Driving business growth

  • Global Advertising Campaign

  • Public Consultation - Waste

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Multi-national Usage & Attitude Survey

  • Prototype Evaluation

  • Reader Satisfaction

Contact Phoenix MRC


01242 256816



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

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