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

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Staff Surveys

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • International Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Brand Image Research

  • Strategic Brand Development

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Housing Scheme Test

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • Multi-national Usage & Attitude Survey

  • Prototype Evaluation

  • Brand Development

  • Website Development

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Understanding Attrition

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Broker Relationship Survey

  • Visitor Survey

  • Reader Satisfaction

  • Cathedral Visitor Survey

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Affinities Partner

  • Trade-off Pricing Research

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Understanding Local Business Needs

Contact Phoenix MRC


01242 256816



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

Find us