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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 Attrition

  • Loyalty Scheme

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Competitor Mystery Shopping

  • Broker Relationship Survey

  • Prototype Evaluation

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Revitalising Existing Brand

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Website Development

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Housing Scheme Test

  • Brand Image Research

  • Understanding the Sales Journey Experience from both sides

  • Mixed Media Advertising Analysis

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Audience Development Plan

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Public Consultation - Council Tax

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Engaging adults back into education

  • Plasterboard Packaging Research

  • Representative panel building

  • Benchmarking Mystery Shopping

  • Visitor Survey

  • Brand Development

Contact Phoenix MRC


+44 (0) 1242 256816



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

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