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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

  • Multi-national Usage & Attitude Survey

  • Satisfaction Survey (Housing)

  • Service Delivery Mystery Shopping

  • Brand Development & Product Screening

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Loyalty Scheme

  • Website Development

  • Understanding Attrition

  • Brand Image Research

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Public Consultation - Council Tax

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Brand Development

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Engaging adults back into education

  • Tourism Focus Groups

  • Plasterboard Packaging Research

  • Understanding the Sales Journey Experience from both sides

  • Affinities Partner

  • Developing marketing materials for new products

  • New Expert Information Product

  • Driving business growth

  • Visitor Survey

  • Competitor Mystery Shopping

  • Staff Surveys

  • International Satisfaction & Development

  • Sports Facility Survey

  • Housing Scheme Test

Contact Phoenix MRC


01242 256816



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

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