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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

  • Staff Surveys

  • Broker Relationship Survey

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Sports Facility Survey

  • Strategic Brand Development

  • Brand Development

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Development of the Direct Offering

  • Visitor Survey

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Website Development

  • Trade-off Pricing Research

  • Prototype Evaluation

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Help Desk Mystery Shopping

  • Tourism Focus Groups

  • Loyalty Scheme

  • Communication: New and existing financial products

  • Revitalising Existing Brand

  • Audience Development Plan

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Reader Satisfaction

  • Product Development using Ethnography

Contact Phoenix MRC


01242 256816



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

Find us