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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

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Cathedral Visitor Survey

  • Trade-off Pricing Research

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Reader Satisfaction

  • Public Consultation - Waste

  • Sports Facility Survey

  • Strategic Brand Development

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Financial Brand Satisfaction Tracking

  • Luxury In-store Display

  • Driving business growth

  • International Satisfaction & Development

  • Understanding the Sales Journey Experience from both sides

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • Competitor Mystery Shopping

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • Visitor Survey

  • Service Delivery Mystery Shopping

  • Developing marketing materials for new products

  • Brand Development

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Tourism Focus Groups

  • Affinities Partner

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Website Development

  • Housing Scheme Test

Contact Phoenix MRC


+44 (0) 1242 256816



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

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