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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

  • Understanding Attrition

  • International Satisfaction & Development

  • Tourism Focus Groups

  • Strategic Brand Development

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Mixed Media Advertising Analysis

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Driving business growth

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Public Consultation - Waste

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Brand Image Research

  • Marketing consultancy for direct insurance

  • Affinities Partner

  • Brand Development

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Sports Facility Survey

  • Engaging adults back into education

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • Website Development

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us