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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

  • Help Desk Mystery Shopping

  • Website Development

  • Staff Surveys

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Sports Facility Survey

  • Brand Development & Product Screening

  • Mixed Media Advertising Analysis

  • Broker Relationship Survey

  • Financial Brand Satisfaction Tracking

  • Brand Development

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Brand Image Research

  • Driving business growth

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Visitor Survey

  • Public Consultation - Waste

  • Engaging adults back into education

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Development of the Direct Offering

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Communication: New and existing financial products

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Prototype Evaluation

  • Understanding Attrition

  • New Expert Information Product

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • International Satisfaction & Development

  • Audience Development Plan

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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