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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

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Broker Relationship Survey

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Driving business growth

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • New Expert Information Product

  • Prototype Evaluation

  • Tourism Focus Groups

  • Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Housing Scheme Test

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Engaging adults back into education

  • Brand Development

  • International Satisfaction & Development

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Comms testing alongside NPD

  • Staff Surveys

  • Website Development

  • Understanding Customer Pricing

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Strategic Brand Development

  • Audience Development Plan

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Reader Satisfaction

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

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