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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

  • Reader Satisfaction

  • Brand Development

  • Prototype Evaluation

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Service Delivery Mystery Shopping

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Developing marketing materials for new products

  • Broker Relationship Survey

  • Driving business growth

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Brand Development & Product Screening

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Audience Development Plan

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Visitor Survey

  • Plasterboard Packaging Research

  • Understanding Attrition

  • Strategic Brand Development

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Website Development

  • Loyalty Scheme

  • Competitor Mystery Shopping

  • Staff Surveys

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • Public Consultation - Waste

  • Affinities Partner

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • New Expert Information Product

  • Satisfaction Survey (Housing)

  • Comms testing alongside NPD

Contact Phoenix MRC


+44 (0) 1242 256816



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

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