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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

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Visitor Survey

  • Satisfaction Survey (Housing)

  • Strategic Brand Development

  • Affinities Partner

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Brand Image Research

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Global Advertising Campaign

  • Reader Satisfaction

  • International Satisfaction & Development

  • Service Delivery Mystery Shopping

  • Communication: New and existing financial products

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Housing Scheme Test

  • Website Development

  • Driving business growth

  • Trade-off Pricing Research

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Public Consultation - Council Tax

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Development of the Direct Offering

  • Prototype Evaluation

  • Brand Development

  • Luxury In-store Display

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

  • Tourism Focus Groups

  • Product Development using Ethnography

  • Sports Facility Survey

  • Comms testing alongside NPD

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

Find us