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

  • Broker Relationship Survey

  • Developing marketing materials for new products

  • Brand Development

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Representative panel building

  • Global Advertising Campaign

  • Prototype Evaluation

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Public Consultation - Waste

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Website Development

  • International Satisfaction & Development

  • Mixed Media Advertising Analysis

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

  • Luxury In-store Display

  • Visitor Survey

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Understanding Local Business Needs

Contact Phoenix MRC


+44 (0) 1242 256816



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

Find us