Skip navigation

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

  • Website Development

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Strategic Brand Development

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Development of the Direct Offering

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Visitor Survey

  • Trade-off Pricing Research

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Driving business growth

  • Brand Development & Product Screening

  • Brand Image Research

  • Housing Scheme Test

  • International Satisfaction & Development

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Loyalty Scheme

  • Reader Satisfaction

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Representative panel building

  • New Expert Information Product

  • Comms testing alongside NPD

  • Luxury In-store Display

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Affinities Partner

  • Understanding Local Business Needs

  • Plasterboard Packaging Research

  • Broker Relationship Survey

  • Understanding Attrition

  • Audience Development Plan

  • Communication: New and existing financial products

  • Brand Development

Contact Phoenix MRC


+44 (0) 1242 256816



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

Find us