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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

  • Driving business growth

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Loyalty Scheme

  • Developing marketing materials for new products

  • Adult Home Care Tracking Product Development

  • Website Development

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Affinities Partner

  • Brand Development & Product Screening

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Understanding Attrition

  • Revitalising Existing Brand

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Product Development using Ethnography

  • Staff Surveys

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Visitor Survey

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Luxury In-store Display

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

  • Understanding Local Business Needs

  • Brand Development

Contact Phoenix MRC


01242 256816



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

Find us