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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

  • Brand Development

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Sports Facility Survey

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Website Development

  • Engaging adults back into education

  • Prototype Evaluation

  • Housing Scheme Test

  • International Satisfaction & Development

  • Luxury In-store Display

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • Understanding Attrition

  • Product Development using Ethnography

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Driving business growth

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • International Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Affinities Partner

  • Communication: New and existing financial products

  • New Expert Information Product

  • Help Desk Mystery Shopping

  • Comms testing alongside NPD

  • Staff Surveys

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

Contact Phoenix MRC


01242 256816



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

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