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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

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • New Expert Information Product

  • Staff Surveys

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Prototype Evaluation

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Affinities Partner

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Loyalty Scheme

  • Driving business growth

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Sports Facility Survey

  • Housing Scheme Test

  • Service Delivery Mystery Shopping

  • Brand Development

  • Brand Image Research

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Comms testing alongside NPD

  • Cathedral Visitor Survey

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Product Development using Ethnography

  • Website Development

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

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