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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

  • Global Advertising Campaign

  • Prototype Evaluation

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Brand Development

  • Multi-national Usage & Attitude Survey

  • Visitor Survey

  • Communication: New and existing financial products

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Affinities Partner

  • Brand Image Research

  • Competitor Mystery Shopping

  • Engaging adults back into education

  • Public Consultation - Waste

  • International Satisfaction & Development

  • Strategic Brand Development

  • Product Development using Ethnography

  • Website Development

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • Sports Facility Survey

  • New Expert Information Product

  • Driving business growth

  • Mixed Media Advertising Analysis

  • Understanding Local Business Needs

  • Plasterboard Packaging Research

  • International Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Marketing consultancy for direct insurance

  • Public Consultation - Council Tax

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Understanding Attrition

Contact Phoenix MRC


01242 256816



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

Find us