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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

  • Public Consultation - Council Tax

  • Representative panel building

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Understanding the use of Temporary Labour

  • Visitor Survey

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Understanding Customer Pricing

  • Housing Scheme Test

  • Product Development using Ethnography

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • Affinities Partner

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Loyalty Scheme

  • Staff Surveys

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Website Development

  • Understanding Attrition

  • Brand Development

  • Luxury In-store Display

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Driving business growth

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Revitalising Existing Brand

  • Prototype Evaluation

  • Brand Image Research

  • Trade-off Pricing Research

  • New Expert Information Product

  • Marketing consultancy for direct insurance

Contact Phoenix MRC


+44 (0) 1242 256816



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

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