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

  • Global Advertising Campaign

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Affinities Partner

  • Luxury In-store Display

  • Communication: New and existing financial products

  • Benchmarking Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Service Delivery Mystery Shopping

  • Developing marketing materials for new products

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Strategic Brand Development

  • Brand Image Research

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Website Development

  • Public Consultation - Waste

  • Loyalty Scheme

  • Tourism Focus Groups

  • Audience Development Plan

  • Visitor Survey

  • New Expert Information Product

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Development of the Direct Offering

  • Staff Surveys

  • Competitor Mystery Shopping

  • Understanding Attrition

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • Driving business growth

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • Product Development using Ethnography

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

Find us