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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

  • New Expert Information Product

  • Satisfaction Survey (Housing)

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Affinities Partner

  • Plasterboard Packaging Research

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Comms testing alongside NPD

  • Compliance Mystery Shopping

  • Visitor Survey

  • Website Development

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Brand Development & Product Screening

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Communication: New and existing financial products

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Staff Surveys

  • Developing marketing materials for new products

  • Understanding Attrition

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Tourism Focus Groups

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Strategic Brand Development

  • Brand Development

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • International Satisfaction & Development

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • Global Advertising Campaign

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

Find us