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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

  • Affinities Partner

  • Staff Surveys

  • Trade-off Pricing Research

  • Cathedral Visitor Survey

  • Visitor Survey

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Website Development

  • Driving business growth

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Engaging adults back into education

  • Prototype Evaluation

  • Luxury In-store Display

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Sports Facility Survey

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Loyalty Scheme

  • Comms testing alongside NPD

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • New Expert Information Product

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Understanding Attrition

  • Development of the Direct Offering

  • Brand Development

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


+44 (0) 1242 256816



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

Find us