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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

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Sports Facility Survey

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Mixed Media Advertising Analysis

  • Brand Development

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Understanding the Sales Journey Experience from both sides

  • Reader Satisfaction

  • Strategic Brand Development

  • Brand Development & Product Screening

  • Global Advertising Campaign

  • Affinities Partner

  • Staff Surveys

  • Driving business growth

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Website Development

  • Loyalty Scheme

  • Public Consultation - Waste

  • Understanding Customer Pricing

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Visitor Survey

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Luxury In-store Display

  • Satisfaction Survey (Housing)

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Communication: New and existing financial products

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Audience Development Plan

  • Multi-national Usage & Attitude Survey

  • Engaging adults back into education

  • Help Desk Mystery Shopping

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

Contact Phoenix MRC


01242 256816



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

Find us