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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

  • Understanding Attrition

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Driving business growth

  • Understanding the use of Temporary Labour

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Mixed Media Advertising Analysis

  • Multi-national Usage & Attitude Survey

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Communication: New and existing financial products

  • New Expert Information Product

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Staff Surveys

  • Brand Development

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Benchmarking Mystery Shopping

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Prototype Evaluation

  • Engaging adults back into education

  • Affinities Partner

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Visitor Survey

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Adult Home Care Tracking Product Development

  • Global Advertising Campaign

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Website Development

  • Sentencers' Satisfaction Survey

  • Brand Image Research

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

Contact Phoenix MRC


+44 (0) 1242 256816



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

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