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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 - Waste

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Driving business growth

  • Understanding Attrition

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Marketing consultancy for direct insurance

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Adult Home Care Tracking Product Development

  • Reader Satisfaction

  • Tourism Focus Groups

  • Comms testing alongside NPD

  • Staff Surveys

  • Website Development

  • Visitor Survey

  • Mixed Media Advertising Analysis

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Affinities Partner

  • Cathedral Visitor Survey

  • Brand Image Research

  • Global Advertising Campaign

  • Brand Development

  • Compliance Mystery Shopping

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

  • Financial Brand Satisfaction Tracking

  • Communication: New and existing financial products

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Benchmarking Mystery Shopping

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • New Expert Information Product

  • Broker Relationship Survey

  • Engaging adults back into education

Contact Phoenix MRC


+44 (0) 1242 256816



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

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