Research Staff

To have a theory is not enough. For businesses any decision making should be based on evidence - not guess work

Gemma Mackman Research Director


We are proud that Mackman constantly contributes to the well-being of our community by giving services and time.

Amanda Ansell Researcher


Our business is all about collaboration and long term relationships with clients, colleagues and suppliers. Working this way with a focus on shared goals and values ensures that together we grow.

Paul Mackman Managing Director


There's a great buzz in the office, with everybody striving for excellence and improvement.

Merv Royce Financial Controller


Working at Mackman is varied and fast paced. It is a rewarding role working alongside like minded people.

Abi Mackman Researcher


Everyday we're met with real challenges, which is a part of what I love about Mackman – it's just so satisfying to be able to solve problems head on, supported by a terrific team.

James Royce Digital Lead

Mystery Shopping Service

Mackman Research is a leading mystery shopping service company in East Anglia providing experienced mystery shoppers covering mainly Suffolk, Essex, Norfolk and Cambridgeshire.

Our mystery shopping service team will make contact with your organisation in order to assess your levels of service, customer care and staff capabilities.  Ambitious companies combine mystery shopping techniques with customer satisfaction surveys for a truly proactive approach.

As a method of gathering competitor information, mystery shopping services can also be used to benchmark your service levels against those of your competitor companies.

Mystery shopping projects can be undertaken face-to-face or by phone and can be used to assess:

  • People skills & behaviour
  • The physical environment
  • Processes & procedures

Definition of Mystery Shopping by the MRS

Mystery shopping can be defined as the use of individuals trained to experience and measure any customer service process, by acting as potential customers and in some way reporting back on their experiences in a detailed and objective way. It differs from other research techniques in that the evaluator does not declare his/her presence and the respondent is unaware at the time of the interaction that it is in any way different from a normal customer contact. Ideally results from this technique should be used more for directing training and for rewards schemes rather than for disciplinary purposes.”

Mystery Shopping Service – Purchases

The value of any purchases made by our mystery shopper company during the course of a mystery shopping project are charged at cost and receipts will be provided.

Mystery Shopping Service – Reporting

As standard we will provide a copy of each individual mystery shopping visit checklist.  In addition we will produce a full summary report at the end of the mystery shopping project.  The summary mystery shopping report will bespoke and tailored to the needs of each commissioning client.  We can also publish your results securely online to enable real time updating of results that may be access by multiple parties within your organisation.

Request a quotation

Contact our mystery shopping service team today with your requirements and we will quickly generate a quotation.

Click here to make an enquiry