Skip navigation

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 DIY Visitor Attraction survey tool, the first in our new DIY survey tool range.

Case Studies

  • Revitalising Existing Brand

  • Driving business growth

  • Competitor Mystery Shopping

  • Engaging adults back into education

  • New Expert Information Product

  • Brand Image Research

  • Understanding Local Business Needs

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Adult Home Care Tracking Product Development

  • Financial Brand Satisfaction Tracking

  • Developing marketing materials for new products

  • Product Development using Ethnography

  • Broker Relationship Survey

  • Multi-national Usage & Attitude Survey

  • International Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Understanding Attrition

  • Brand Development & Product Screening

  • Representative panel building

  • Affinities Partner

  • Audience Development Plan

  • Brand Development

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • Reader Satisfaction

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Understanding Customer Pricing

  • Staff Surveys

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • Satisfaction Survey (Housing)

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Website Development

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


+44 (0) 1242 256816



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

Find us