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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

  • Strategic Brand Development

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Public Consultation - Waste

  • Housing Scheme Test

  • Sports Facility Survey

  • Global Advertising Campaign

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • International Competitor Mystery Shopping

  • Affinities Partner

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Visitor Survey

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Website Development

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Reader Satisfaction

  • Representative panel building

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Comms testing alongside NPD

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Brand Development

  • Loyalty Scheme

  • Driving business growth

  • Brand Development & Product Screening

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


+44 (0) 1242 256816



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

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