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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

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Comms testing alongside NPD

  • Tourism Focus Groups

  • Strategic Brand Development

  • Marketing consultancy for direct insurance

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Development of the Direct Offering

  • Public Consultation - Council Tax

  • Housing Scheme Test

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Communication: New and existing financial products

  • Reader Satisfaction

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Public Consultation - Waste

  • Sports Facility Survey

  • Visitor Survey

  • Global Advertising Campaign

  • Prototype Evaluation

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Website Development

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • New Expert Information Product

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Luxury In-store Display

  • Engaging adults back into education

  • Affinities Partner

  • International Satisfaction & Development

  • Representative panel building

  • International Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Developing marketing materials for new products

  • Staff Surveys

  • Brand Development

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

Contact Phoenix MRC


+44 (0) 1242 256816



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

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