Skip navigation

Customer Experience

Learn about your customers and get more from every interaction.

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

Case Studies

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Driving business growth

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Brand Development & Product Screening

  • Marketing consultancy for direct insurance

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Sports Facility Survey

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Visitor Survey

  • Website Development

  • New Expert Information Product

  • Luxury In-store Display

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Staff Surveys

  • Tourism Focus Groups

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • Strategic Brand Development

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Brand Image Research

  • Affinities Partner

  • Brand Development

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Understanding Attrition

  • Housing Scheme Test

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

Contact Phoenix MRC


01242 256816



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

Find us