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

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Affinities Partner

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Staff Surveys

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Visitor Survey

  • Luxury In-store Display

  • Website Development

  • Prototype Evaluation

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • Brand Development

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Reader Satisfaction

  • New Expert Information Product

  • Compliance Mystery Shopping

  • Strategic Brand Development

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Product Development using Ethnography

  • Brand Image Research

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

Contact Phoenix MRC


01242 256816



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

Find us