Skip navigation

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

  • Brand Development

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Service Delivery Mystery Shopping

  • Website Development

  • Loyalty Scheme

  • Understanding Local Business Needs

  • Reader Satisfaction

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • Understanding the Sales Journey Experience from both sides

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • Strategic Brand Development

  • Sports Facility Survey

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Prototype Evaluation

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Audience Development Plan

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Tourism Focus Groups

  • Communication: New and existing financial products

  • Brand Development & Product Screening

  • New Expert Information Product

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Understanding Customer Pricing

  • Brand Image Research

  • Affinities Partner

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Broker Relationship Survey

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

Contact Phoenix MRC


01242 256816



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

Find us