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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

  • Visitor Survey

  • Website Development

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Brand Image Research

  • Luxury In-store Display

  • New Expert Information Product

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Loyalty Scheme

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Prototype Evaluation

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Service Delivery Mystery Shopping

  • Driving business growth

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Brand Development

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Understanding the use of Temporary Labour

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Trade-off Pricing Research

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Revitalising Existing Brand

  • Audience Development Plan

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Global Advertising Campaign

  • Tourism Focus Groups

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

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