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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

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Reader Satisfaction

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Product Development using Ethnography

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Strategic Brand Development

  • Visitor Survey

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Affinities Partner

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Development of the Direct Offering

  • New Expert Information Product

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • Prototype Evaluation

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Council Tax

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Loyalty Scheme

  • Public Consultation - Waste

  • Staff Surveys

  • Website Development

  • Engaging adults back into education

  • Housing Scheme Test

  • Plasterboard Packaging Research

  • Brand Development

  • Global Advertising Campaign

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us