Skip navigation

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

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Brand Development

  • Reader Satisfaction

  • Multi-national Usage & Attitude Survey

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Service Delivery Mystery Shopping

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Audience Development Plan

  • Satisfaction Survey (Housing)

  • Sports Facility Survey

  • Website Development

  • Affinities Partner

  • Staff Surveys

  • Understanding Attrition

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • Understanding the Sales Journey Experience from both sides

  • Driving business growth

  • New Expert Information Product

  • Competitor Mystery Shopping

  • Visitor Survey

  • Brand Image Research

  • Prototype Evaluation

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Housing Scheme Test

  • Development of the Direct Offering

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Communication: New and existing financial products

  • Broker Relationship Survey

  • Mixed Media Advertising Analysis

Contact Phoenix MRC


01242 256816



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

Find us