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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

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Driving business growth

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • Trade-off Pricing Research

  • Brand Development & Product Screening

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Compliance Mystery Shopping

  • Affinities Partner

  • Brand Development

  • Reader Satisfaction

  • Product Development using Ethnography

  • Audience Development Plan

  • Luxury In-store Display

  • International Satisfaction & Development

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • Communication: New and existing financial products

  • New Expert Information Product

  • Tourism Focus Groups

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Service Delivery Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Brand Image Research

  • Website Development

  • Marketing consultancy for direct insurance

Contact Phoenix MRC


+44 (0) 1242 256816



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

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