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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

  • Plasterboard Packaging Research

  • Brand Development

  • Loyalty Scheme

  • Cathedral Visitor Survey

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Prototype Evaluation

  • Affinities Partner

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Website Development

  • Development of the Direct Offering

  • Global Advertising Campaign

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Representative panel building

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Public Consultation - Waste

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Benchmarking Mystery Shopping

  • Strategic Brand Development

  • New Expert Information Product

  • Revitalising Existing Brand

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Understanding Attrition

  • Visitor Survey

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • International Satisfaction & Development

  • Housing Scheme Test

  • Sports Facility Survey

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Reader Satisfaction

  • Driving business growth

  • Broker Relationship Survey

  • Brand Image Research

Contact Phoenix MRC


+44 (0) 1242 256816



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

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