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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

  • Brand Development

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Trade-off Pricing Research

  • Audience Development Plan

  • Understanding Customer Pricing

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

  • Brand Development & Product Screening

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Public Consultation - Council Tax

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Website Development

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Prototype Evaluation

  • Affinities Partner

  • Broker Relationship Survey

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Visitor Survey

  • Comms testing alongside NPD

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Brand Image Research

  • Housing Scheme Test

Contact Phoenix MRC


01242 256816



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

Find us