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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

  • Service Delivery Mystery Shopping

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Visitor Survey

  • Comms testing alongside NPD

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Strategic Brand Development

  • Multi-national Usage & Attitude Survey

  • Understanding Attrition

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • International Satisfaction & Development

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Affinities Partner

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Compliance Mystery Shopping

  • Satisfaction Survey (Housing)

  • Communication: New and existing financial products

  • Representative panel building

  • Global Advertising Campaign

  • Engaging adults back into education

  • Brand Development

  • Understanding Customer Pricing

  • Website Development

  • Loyalty Scheme

  • Trade-off Pricing Research

  • Housing Scheme Test

  • Help Desk Mystery Shopping

  • Brand Image Research

  • Product Development using Ethnography

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

Contact Phoenix MRC


+44 (0) 1242 256816



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

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