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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

  • Housing Scheme Test

  • Visitor Survey

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Product Development using Ethnography

  • Plasterboard Packaging Research

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • Website Development

  • Cathedral Visitor Survey

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Global Advertising Campaign

  • Public Consultation - Council Tax

  • Public Consultation - Waste

  • Reader Satisfaction

  • Multi-national Usage & Attitude Survey

  • Sports Facility Survey

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • Brand Development

  • Audience Development Plan

  • Driving business growth

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • New Expert Information Product

  • Communication: New and existing financial products

  • Compliance Mystery Shopping

  • Strategic Brand Development

Contact Phoenix MRC


01242 256816



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

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