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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

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Website Development

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • Public Consultation - Waste

  • Housing Scheme Test

  • Plasterboard Packaging Research

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • Service Delivery Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Driving business growth

  • Sports Facility Survey

  • Satisfaction Survey (Housing)

  • Staff Surveys

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Audience Development Plan

  • Reader Satisfaction

  • Product Development using Ethnography

  • Development of the Direct Offering

  • Understanding Attrition

  • Strategic Brand Development

  • Luxury In-store Display

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Broker Relationship Survey

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Revitalising Existing Brand

  • Mixed Media Advertising Analysis

  • Visitor Survey

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • New Expert Information Product

  • Trade-off Pricing Research

  • Brand Development

  • Tourism Focus Groups

Contact Phoenix MRC


01242 256816



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

Find us