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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

  • Strategic Brand Development

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Website Development

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Understanding Customer Pricing

  • International Satisfaction & Development

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • Audience Development Plan

  • Visitor Survey

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Sports Facility Survey

  • Prototype Evaluation

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Satisfaction Survey (Housing)

  • Brand Development

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Staff Surveys

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Luxury In-store Display

  • Communication: New and existing financial products

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Loyalty Scheme

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Affinities Partner

  • Development of the Direct Offering

  • Engaging adults back into education

Contact Phoenix MRC


01242 256816



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

Find us