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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

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Reader Satisfaction

  • Brand Development & Product Screening

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Brand Development

  • Understanding Customer Pricing

  • Staff Surveys

  • Prototype Evaluation

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Website Development

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Brand Image Research

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Audience Development Plan

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Revitalising Existing Brand

  • Driving business growth

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Strategic Brand Development

  • Satisfaction Survey (Housing)

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Product Development using Ethnography

  • Housing Scheme Test

  • Understanding Attrition

Contact Phoenix MRC


+44 (0) 1242 256816



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

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