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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

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Website Development

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Understanding Attrition

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Trade-off Pricing Research

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Development of the Direct Offering

  • Benchmarking Mystery Shopping

  • Brand Image Research

  • Understanding Customer Pricing

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Strategic Brand Development

  • Audience Development Plan

  • Financial Brand Satisfaction Tracking

  • Developing marketing materials for new products

  • Staff Surveys

  • Housing Scheme Test

  • Loyalty Scheme

  • Engaging adults back into education

  • Prototype Evaluation

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Global Advertising Campaign

  • Sports Facility Survey

  • Revitalising Existing Brand

  • Brand Development

  • Plasterboard Packaging Research

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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