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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

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Financial Brand Satisfaction Tracking

  • Sports Facility Survey

  • Visitor Survey

  • Housing Scheme Test

  • International Competitor Mystery Shopping

  • Driving business growth

  • New Expert Information Product

  • Broker Relationship Survey

  • Website Development

  • Brand Development

  • Audience Development Plan

  • Luxury In-store Display

  • Understanding Attrition

  • Tourism Focus Groups

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Satisfaction Survey (Housing)

  • Help Desk Mystery Shopping

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Reader Satisfaction

  • Affinities Partner

  • Engaging adults back into education

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Brand Development & Product Screening

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • Brand Image Research

  • Understanding the use of Temporary Labour

Contact Phoenix MRC


+44 (0) 1242 256816



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

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