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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

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Communication: New and existing financial products

  • Brand Development

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Brand Image Research

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • New Expert Information Product

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • Global Advertising Campaign

  • Visitor Survey

  • Public Consultation - Waste

  • Affinities Partner

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Multi-national Usage & Attitude Survey

  • Understanding the Sales Journey Experience from both sides

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Website Development

  • Driving business growth

  • Reader Satisfaction

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Sports Facility Survey

  • Product Development using Ethnography

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Luxury In-store Display

  • Trade-off Pricing Research

Contact Phoenix MRC


+44 (0) 1242 256816



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

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