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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

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Brand Development

  • Understanding Attrition

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Strategic Brand Development

  • Luxury In-store Display

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • Engaging adults back into education

  • Staff Surveys

  • Website Development

  • Sentencers' Satisfaction Survey

  • International Satisfaction & Development

  • Loyalty Scheme

  • Prototype Evaluation

  • Brand Development & Product Screening

  • New Expert Information Product

  • Understanding Customer Pricing

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • International Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Sports Facility Survey

  • Broker Relationship Survey

  • Affinities Partner

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • Plasterboard Packaging Research

  • Communication: New and existing financial products

  • Driving business growth

  • Reader Satisfaction

  • Brand Image Research

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Housing Scheme Test

Contact Phoenix MRC


01242 256816



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

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