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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

  • Sentencers' Satisfaction Survey

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Visitor Survey

  • Cathedral Visitor Survey

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Affinities Partner

  • Audience Development Plan

  • Service Delivery Mystery Shopping

  • Development of the Direct Offering

  • Sports Facility Survey

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Brand Image Research

  • Understanding Customer Pricing

  • Luxury In-store Display

  • Website Development

  • Broker Relationship Survey

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Strategic Brand Development

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Loyalty Scheme

  • International Satisfaction & Development

  • Trade-off Pricing Research

  • Brand Development

Contact Phoenix MRC


+44 (0) 1242 256816



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

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