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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

  • Adult Home Care Tracking Product Development

  • International Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Brand Development

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Sports Facility Survey

  • Loyalty Scheme

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Staff Surveys

  • Strategic Brand Development

  • Plasterboard Packaging Research

  • Affinities Partner

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Luxury In-store Display

  • New Expert Information Product

  • Comms testing alongside NPD

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Website Development

  • Cathedral Visitor Survey

  • Understanding Attrition

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Understanding Local Business Needs

  • Service Delivery Mystery Shopping

  • Compliance Mystery Shopping

  • Broker Relationship Survey

  • Public Consultation - Council Tax

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Brand Development & Product Screening

  • Housing Scheme Test

  • Trade-off Pricing Research

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

Find us