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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

  • International Competitor Mystery Shopping

  • Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

  • Brand Image Research

  • Housing Scheme Test

  • Loyalty Scheme

  • Visitor Survey

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Website Development

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Brand Development

  • Tourism Focus Groups

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Luxury In-store Display

  • Product Development using Ethnography

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • International Satisfaction & Development

  • Affinities Partner

  • Understanding Attrition

  • New Expert Information Product

  • Trade-off Pricing Research

  • Global Advertising Campaign

Contact Phoenix MRC


+44 (0) 1242 256816



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

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