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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

  • Broker Relationship Survey

  • Understanding Attrition

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • International Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • New Expert Information Product

  • Housing Scheme Test

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Public Consultation - Waste

  • Visitor Survey

  • Public Consultation - Council Tax

  • Website Development

  • Brand Development & Product Screening

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Luxury In-store Display

  • Strategic Brand Development

  • Audience Development Plan

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Affinities Partner

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Prototype Evaluation

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Brand Development

  • Driving business growth

  • Cathedral Visitor Survey

  • Developing marketing materials for new products

  • Understanding Customer Pricing

  • Brand Image Research

  • Engaging adults back into education

  • Representative panel building

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC


+44 (0) 1242 256816



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

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