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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

  • Audience Development Plan

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Brand Development & Product Screening

  • New Expert Information Product

  • Housing Scheme Test

  • Understanding Attrition

  • Developing marketing materials for new products

  • Website Development

  • Development of the Direct Offering

  • Brand Development

  • Prototype Evaluation

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Understanding Local Business Needs

  • Brand Image Research

  • Multi-national Usage & Attitude Survey

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Luxury In-store Display

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Adult Home Care Tracking Product Development

  • Visitor Survey

  • International Satisfaction & Development

  • Reader Satisfaction

  • Loyalty Scheme

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • Help Desk Mystery Shopping

  • Affinities Partner

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us