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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

  • Broker Relationship Survey

  • Audience Development Plan

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • Loyalty Scheme

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Public Consultation - Council Tax

  • International Satisfaction & Development

  • Luxury In-store Display

  • Tourism Focus Groups

  • Multi-national Usage & Attitude Survey

  • Reader Satisfaction

  • Website Development

  • Understanding Local Business Needs

  • Brand Development

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Public Consultation - Waste

  • International Competitor Mystery Shopping

  • Representative panel building

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Driving business growth

  • New Expert Information Product

  • Strategic Brand Development

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC


+44 (0) 1242 256816



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

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