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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

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Affinities Partner

  • Public Consultation - Council Tax

  • Understanding the use of Temporary Labour

  • Plasterboard Packaging Research

  • Staff Surveys

  • Sports Facility Survey

  • Visitor Survey

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Audience Development Plan

  • Housing Scheme Test

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Driving business growth

  • Brand Image Research

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Product Development using Ethnography

  • Brand Development

  • Website Development

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Brand Development & Product Screening

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Broker Relationship Survey

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • International Satisfaction & Development

  • Revitalising Existing Brand

  • Understanding Attrition

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Engaging adults back into education

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

Find us