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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

  • Product Development using Ethnography

  • Understanding Attrition

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Housing Scheme Test

  • Benchmarking Mystery Shopping

  • Brand Development

  • Reader Satisfaction

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Website Development

  • Communication: New and existing financial products

  • Audience Development Plan

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • International Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Development of the Direct Offering

  • Strategic Brand Development

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Mixed Media Advertising Analysis

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Engaging adults back into education

  • New Expert Information Product

  • Visitor Survey

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Driving business growth

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Satisfaction Survey (Housing)

  • Staff Surveys

Contact Phoenix MRC


01242 256816



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

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