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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

  • Comms testing alongside NPD

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Visitor Survey

  • Cathedral Visitor Survey

  • Driving business growth

  • Brand Development

  • Development of the Direct Offering

  • Housing Scheme Test

  • Affinities Partner

  • Brand Development & Product Screening

  • Website Development

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • New Expert Information Product

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Staff Surveys

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Sports Facility Survey

  • Tourism Focus Groups

  • Brand Image Research

  • Understanding Attrition

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Developing marketing materials for new products

  • Audience Development Plan

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Luxury In-store Display

Contact Phoenix MRC


01242 256816



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

Find us