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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

  • Development of the Direct Offering

  • Website Development

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Staff Surveys

  • Engaging adults back into education

  • Loyalty Scheme

  • Product Development using Ethnography

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Public Consultation - Council Tax

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • Developing marketing materials for new products

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Representative panel building

  • Help Desk Mystery Shopping

  • Luxury In-store Display

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Sports Facility Survey

  • Brand Development

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Driving business growth

  • International Satisfaction & Development

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Prototype Evaluation

  • Global Advertising Campaign

  • Visitor Survey

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Marketing consultancy for direct insurance

  • Plasterboard Packaging Research

  • Broker Relationship Survey

  • Audience Development Plan

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


+44 (0) 1242 256816



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

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