Skip navigation

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

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Communication: New and existing financial products

  • Housing Scheme Test

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Reader Satisfaction

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Global Advertising Campaign

  • Understanding Attrition

  • Development of the Direct Offering

  • Understanding the use of Temporary Labour

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Brand Development

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • Website Development

  • Engaging adults back into education

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • Brand Development & Product Screening

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Developing marketing materials for new products

  • Service Delivery Mystery Shopping

  • Staff Surveys

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • International Satisfaction & Development

  • Loyalty Scheme

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

Contact Phoenix MRC


+44 (0) 1242 256816



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

Find us