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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

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Brand Development & Product Screening

  • Loyalty Scheme

  • Brand Development

  • Comms testing alongside NPD

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Affinities Partner

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Sports Facility Survey

  • Mixed Media Advertising Analysis

  • Understanding the use of Temporary Labour

  • Driving business growth

  • Brand Image Research

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Trade-off Pricing Research

  • Reader Satisfaction

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • New Expert Information Product

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Public Consultation - Waste

  • Visitor Survey

  • Marketing consultancy for direct insurance

  • Website Development

  • Housing Scheme Test

  • Representative panel building

  • Audience Development Plan

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


+44 (0) 1242 256816



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

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