Select a type to quick search

Click to save as a favourite supplier


Click to save as a favourite supplier


We are customer experience consultants and specialise in using our mystery shopping programmes to achieve our clients’ objectives – usually continuous improvement, compliance or competitor monitoring.

We have been in business since 1991 and now have a database of over 260,000 mystery shoppers. Our panel of professional video shoppers cover the UK and Ireland.

Our shoppers are trained to present as genuine customers and can carry out assessments on various points of contact such as:

  • In-store visits (standard visits or audio/video recorded)
  • Telephone
  • Social media and webchat
  • Email and letter
  • Website and app

For improving staff performance, our programmes have proved to be more cost-effective than customer service refresher training. We are one of the few specialist mystery shopping companies flexible enough to tackle the largest and most complex UK, European and international projects as well as successfully completing micro programmes for smaller companies.

Automotive, Catering/Hospitality, Charities/Voluntary, Fashion/Clothing, Finance/Investment – Personal, Gambling/Online Gaming, Government/Local Authority, Insurance, Public Services/Utilities, Retail, Transportation, Travel/Tourism, Wellness/Fitness
Consultancy, Event Evaluation, Group Discussions/Focus Groups, In-Home/Doorstep Interviews, In-Store Interviews, Mystery Shopping, Online Results and Data Portals, Retail Audits, Telephone Interviewing, Web Usability Research
Business-to-Business, Competitive Intelligence, Consumer, Customer Loyalty, Customer Satisfaction, E-Commerce, International, Online Panels, Opinion Polling, Product Testing
Affluent, College/University Students, Digital Consumers, Disabled People, Ethnic Minorities, High Net Worth, Senior Citizens, Unemployed, Women, Youth/Teens
Africa, Central Europe, Eastern Europe, Middle East, Northern/Western Europe, Republic of Ireland, UK, USA, Worldwide
Senior Contacts

Paul Grafton (Chairman)
Sophie Grafton ( Managing Director)
Matthew Pepperell (Director of Client Services)
Richard Thompson (Business Development Director)

Breakdown of Personnel

Admin/Support staff: 22
Executive/Research staff: 29
Non-research: 3
Data processing: 5
Telephone interviewers: 30
Telephone managers/supervisors: 1
Total Number of Employees: 51 to 100


Dalton House
60 Windsor Avenue
SW19 2RR
Tel: +44 (0)207 0426390
Establishment date: 1991

International House
Waldon Way
EX22 6ER
Tel: +44 (0)1409 255025
Fax: +44 (0)1409 255026
Establishment date: 1991

International Addresses

Mystery Shoppers Botswana
PO Box 47356
Plot 5681 Office 7C
Tel: 00267 3162612

Mystery Shoppers Kenya
Eden Square,
7th Floor,
Chiromo Road,
P.O. Box 856 - 00600 Nairobi,
Tel: +254 203 673 567

Mystery Shoppers Myanmar
4(C), 46(A), Pantra Street,
Dagon Township,
Thingangyun Township,
Tel: +9595002021

Get the latest MRS news

Our newsletters cover the latest MRS events, policy updates and research news.