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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

  • Global Advertising Campaign

  • Trade-off Pricing Research

  • Mixed Media Advertising Analysis

  • New Expert Information Product

  • Comms testing alongside NPD

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Multi-national Usage & Attitude Survey

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

  • Satisfaction Survey (Housing)

  • Understanding the use of Temporary Labour

  • Sentencers' Satisfaction Survey

  • Housing Scheme Test

  • Staff Surveys

  • Affinities Partner

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Audience Development Plan

  • Engaging adults back into education

  • Brand Development

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Website Development

  • Visitor Survey

  • Public Consultation - Waste

  • Strategic Brand Development

  • International Satisfaction & Development

  • Brand Image Research

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Understanding Attrition

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Driving business growth

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us