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

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Public Consultation - Council Tax

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Engaging adults back into education

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Reader Satisfaction

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Public Consultation - Waste

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Visitor Survey

  • Development of the Direct Offering

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Strategic Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Brand Development & Product Screening

  • Brand Development

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Website Development

  • Global Advertising Campaign

  • Luxury In-store Display

  • Broker Relationship Survey

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • Brand Image Research

  • Loyalty Scheme

Contact Phoenix MRC


+44 (0) 1242 256816



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

Find us