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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

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Revitalising Existing Brand

  • Cathedral Visitor Survey

  • Public Consultation - Waste

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Brand Image Research

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Website Development

  • Strategic Brand Development

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Global Advertising Campaign

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Brand Development

  • Affinities Partner

  • Brand Development & Product Screening

  • Broker Relationship Survey

  • Understanding Attrition

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Marketing consultancy for direct insurance

  • Prototype Evaluation

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Reader Satisfaction

  • Luxury In-store Display

  • Driving business growth

  • Visitor Survey

  • International Satisfaction & Development

  • Engaging adults back into education

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

Find us