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

Case Studies

  • Understanding the use of Temporary Labour

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Communication: New and existing financial products

  • Staff Surveys

  • Revitalising Existing Brand

  • Multi-national Usage & Attitude Survey

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Website Development

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Benchmarking Mystery Shopping

  • Visitor Survey

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • New Expert Information Product

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Engaging adults back into education

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Affinities Partner

  • Global Advertising Campaign

  • Reader Satisfaction

  • Driving business growth

  • Understanding Attrition

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Brand Image Research

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Representative panel building

  • Audience Development Plan

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Public Consultation - Council Tax

  • Brand Development

  • Comms testing alongside NPD

  • Housing Scheme Test

Contact Phoenix MRC


+44 (0) 1242 256816



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

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