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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

  • Staff Surveys

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Reader Satisfaction

  • Website Development

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Broker Relationship Survey

  • Sports Facility Survey

  • Understanding Customer Pricing

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • International Competitor Mystery Shopping

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Driving business growth

  • Trade-off Pricing Research

  • Audience Development Plan

  • Marketing consultancy for direct insurance

  • Product Development using Ethnography

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Public Consultation - Council Tax

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Cathedral Visitor Survey

  • Visitor Survey

  • International Satisfaction & Development

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Understanding Local Business Needs

  • Engaging adults back into education

  • Help Desk Mystery Shopping

  • Affinities Partner

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Global Advertising Campaign

  • Brand Development

Contact Phoenix MRC


+44 (0) 1242 256816



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

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