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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

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • Product Development using Ethnography

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Understanding Attrition

  • Housing Scheme Test

  • Multi-national Usage & Attitude Survey

  • Reader Satisfaction

  • Satisfaction Survey (Housing)

  • Adult Home Care Tracking Product Development

  • Tourism Focus Groups

  • Brand Image Research

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • Revitalising Existing Brand

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • New Expert Information Product

  • Loyalty Scheme

  • Visitor Survey

  • Brand Development

  • Prototype Evaluation

  • Luxury In-store Display

  • Driving business growth

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Audience Development Plan

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Sports Facility Survey

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC


+44 (0) 1242 256816



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

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