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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

  • Financial Brand Satisfaction Tracking

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Global Advertising Campaign

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Engaging adults back into education

  • Plasterboard Packaging Research

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • International Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • Understanding the use of Temporary Labour

  • Developing marketing materials for new products

  • Staff Surveys

  • Luxury In-store Display

  • Strategic Brand Development

  • Development of the Direct Offering

  • Prototype Evaluation

  • Loyalty Scheme

  • Brand Image Research

  • Website Development

  • Multi-national Usage & Attitude Survey

  • Understanding Attrition

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Visitor Survey

  • Affinities Partner

  • Brand Development

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

  • Driving business growth

  • Revitalising Existing Brand

Contact Phoenix MRC


01242 256816



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

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