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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

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Representative panel building

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Understanding the use of Temporary Labour

  • Understanding Attrition

  • Visitor Survey

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Loyalty Scheme

  • Driving business growth

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Reader Satisfaction

  • Brand Development

  • Housing Scheme Test

  • Understanding the Sales Journey Experience from both sides

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Strategic Brand Development

  • Multi-national Usage & Attitude Survey

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Comms testing alongside NPD

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • Development of the Direct Offering

  • Website Development

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Global Advertising Campaign

  • New Expert Information Product

  • Sports Facility Survey

  • Audience Development Plan

  • Affinities Partner

  • Brand Image Research

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Revitalising Existing Brand

Contact Phoenix MRC


+44 (0) 1242 256816



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

Find us