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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

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Brand Development

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Luxury In-store Display

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Broker Relationship Survey

  • Tourism Focus Groups

  • Compliance Mystery Shopping

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Help Desk Mystery Shopping

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • Driving business growth

  • Audience Development Plan

  • Housing Scheme Test

  • Website Development

  • International Satisfaction & Development

  • Strategic Brand Development

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Satisfaction Survey (Housing)

  • Comms testing alongside NPD

  • Loyalty Scheme

  • Understanding Customer Pricing

  • International Competitor Mystery Shopping

  • Visitor Survey

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Product Development using Ethnography

  • Staff Surveys

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Public Consultation - Waste

  • Reader Satisfaction

Contact Phoenix MRC


01242 256816



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

Find us