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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

  • Sports Facility Survey

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Tourism Focus Groups

  • Development of the Direct Offering

  • Prototype Evaluation

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Affinities Partner

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • Understanding the use of Temporary Labour

  • Engaging adults back into education

  • Sentencers' Satisfaction Survey

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Public Consultation - Waste

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • Staff Surveys

  • Global Advertising Campaign

  • Driving business growth

  • Reader Satisfaction

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Financial Brand Satisfaction Tracking

  • Developing marketing materials for new products

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • Brand Development

  • Help Desk Mystery Shopping

  • Website Development

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Luxury In-store Display

Contact Phoenix MRC


01242 256816



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

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