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Customer Experience

Learn about your customers and get more from every interaction.

New for 2022: DIY Visitor Attraction survey tool

Turn customers into brand advocates

We understand that your customers are the heart of your business, so you need to understand not just what they think of your organisation but how they feel about you and why. We combine traditional market research techniques with insights and techniques drawn from behavioural science and design thinking. We can help you understand customers better and make every customer interaction an opportunity to create a brand advocate.

Our approach includes simple snapshot measures like Net Promoter Scores to in-depth analysis of customer experiences. We get behind the bald metrics to understand their drivers, the first step to making real changes to how you and your customers interact. We can undertake customer satisfaction and effort measurement, customer journey optimisation, touchpoint analyses and friction reduction, help you to examine shopper loyalty and attrition and ways to make digital migration easier and develop omni-channel strategies. 

Our methods tap into emotional and linguistic influences as well as rational ones. Using the MRI  benchmarking we can diagnose how customer centric the tiers of your organisation are and what you need to do to mobilise them to drive sustainable business growth.

See also Staff Surveys,Mystery Shopping

Click here  to learn more about our new DIY Visitor Attraction survey tool, the first in our new DIY survey tool range.

Case Studies

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Plasterboard Packaging Research

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Audience Development Plan

  • Website Development

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Staff Surveys

  • Cathedral Visitor Survey

  • Comms testing alongside NPD

  • International Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Visitor Survey

  • Engaging adults back into education

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Luxury In-store Display

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Sports Facility Survey

  • New Expert Information Product

  • Tourism Focus Groups

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Broker Relationship Survey

  • Prototype Evaluation

  • Public Consultation - Council Tax

  • Brand Development

Contact Phoenix MRC


+44 (0) 1242 256816



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

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