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

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Developing marketing materials for new products

  • Tourism Focus Groups

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Brand Development

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Understanding Attrition

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Understanding Customer Pricing

  • Staff Surveys

  • Development of the Direct Offering

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Affinities Partner

  • Driving business growth

  • Engaging adults back into education

  • Housing Scheme Test

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Website Development

  • Luxury In-store Display

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Understanding the Sales Journey Experience from both sides

  • International Competitor Mystery Shopping

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • Loyalty Scheme

Contact Phoenix MRC


01242 256816



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

Find us