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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

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Sports Facility Survey

  • Prototype Evaluation

  • Mixed Media Advertising Analysis

  • Understanding Customer Pricing

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Sentencers' Satisfaction Survey

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Plasterboard Packaging Research

  • Staff Surveys

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • Luxury In-store Display

  • Communication: New and existing financial products

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • Brand Development

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Broker Relationship Survey

  • Multi-national Usage & Attitude Survey

  • Strategic Brand Development

  • Tourism Focus Groups

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Development of the Direct Offering

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Brand Image Research

  • Reader Satisfaction

  • Housing Scheme Test

  • Understanding the Sales Journey Experience from both sides

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Website Development

  • Driving business growth

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Comms testing alongside NPD

  • Visitor Survey

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

Contact Phoenix MRC


01242 256816



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

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