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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

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • Affinities Partner

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • International Satisfaction & Development

  • Brand Image Research

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Representative panel building

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Public Consultation - Waste

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • Satisfaction Survey (Housing)

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Loyalty Scheme

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Staff Surveys

  • Driving business growth

  • New Expert Information Product

  • Visitor Survey

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Understanding Attrition

  • Communication: New and existing financial products

  • Compliance Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Luxury In-store Display

  • Website Development

  • Brand Development

Contact Phoenix MRC


+44 (0) 1242 256816



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

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