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

  • Brand Development

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Developing marketing materials for new products

  • Driving business growth

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Engaging adults back into education

  • Understanding Attrition

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • New Expert Information Product

  • Visitor Survey

  • Prototype Evaluation

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • Staff Surveys

  • Website Development

  • Understanding Local Business Needs

  • Reader Satisfaction

  • Brand Image Research

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Audience Development Plan

  • Housing Scheme Test

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Communication: New and existing financial products

  • Product Development using Ethnography

  • Strategic Brand Development

  • Development of the Direct Offering

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Marketing consultancy for direct insurance

  • Understanding the use of Temporary Labour

  • Affinities Partner

  • Cathedral Visitor Survey

  • Sports Facility Survey

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC


01242 256816



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

Find us