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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

  • Public Consultation - Waste

  • Brand Development

  • Engaging adults back into education

  • Sports Facility Survey

  • Loyalty Scheme

  • Housing Scheme Test

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Revitalising Existing Brand

  • Developing marketing materials for new products

  • Product Development using Ethnography

  • International Satisfaction & Development

  • Website Development

  • Service Delivery Mystery Shopping

  • Understanding Local Business Needs

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Mixed Media Advertising Analysis

  • Cathedral Visitor Survey

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Visitor Survey

  • Luxury In-store Display

  • Affinities Partner

  • Driving business growth

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Brand Development & Product Screening

  • Communication: New and existing financial products

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Public Consultation - Council Tax

  • Representative panel building

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Understanding Attrition

  • Trade-off Pricing Research

  • Marketing consultancy for direct insurance

Contact Phoenix MRC


+44 (0) 1242 256816



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

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