Skip navigation

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

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Understanding Attrition

  • Website Development

  • Housing Scheme Test

  • Brand Development

  • Mixed Media Advertising Analysis

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Affinities Partner

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Trade-off Pricing Research

  • International Competitor Mystery Shopping

  • Driving business growth

  • Engaging adults back into education

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Loyalty Scheme

  • Global Advertising Campaign

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Understanding the use of Temporary Labour

  • Sports Facility Survey

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Brand Image Research

  • New Expert Information Product

  • Staff Surveys

  • Luxury In-store Display

  • Visitor Survey

  • Public Consultation - Council Tax

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

Contact Phoenix MRC


+44 (0) 1242 256816



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

Find us