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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

  • Engaging adults back into education

  • Global Advertising Campaign

  • Communication: New and existing financial products

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • Tourism Focus Groups

  • Strategic Brand Development

  • Affinities Partner

  • Brand Development

  • Understanding Attrition

  • Housing Scheme Test

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Trade-off Pricing Research

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Revitalising Existing Brand

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Adult Home Care Tracking Product Development

  • Reader Satisfaction

  • Luxury In-store Display

  • Staff Surveys

  • Website Development

  • Loyalty Scheme

  • Product Development using Ethnography

  • Prototype Evaluation

  • Public Consultation - Waste

  • Understanding Customer Pricing

  • Brand Image Research

  • Marketing consultancy for direct insurance

  • Understanding the use of Temporary Labour

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Visitor Survey

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • Understanding the Sales Journey Experience from both sides

Contact Phoenix MRC


+44 (0) 1242 256816



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

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