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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

  • Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Housing Scheme Test

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Tourism Focus Groups

  • Reader Satisfaction

  • Affinities Partner

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • New Expert Information Product

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Brand Image Research

  • Visitor Survey

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Trade-off Pricing Research

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Understanding Customer Pricing

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Loyalty Scheme

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Brand Development

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Satisfaction Survey (Housing)

  • Understanding Attrition

Contact Phoenix MRC


01242 256816



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

Find us