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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

  • Understanding Local Business Needs

  • Housing Scheme Test

  • Strategic Brand Development

  • Brand Image Research

  • New Expert Information Product

  • Brand Development

  • Reader Satisfaction

  • Website Development

  • Understanding Attrition

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • Prototype Evaluation

  • Engaging adults back into education

  • Affinities Partner

  • Service Delivery Mystery Shopping

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Staff Surveys

  • Tourism Focus Groups

  • Audience Development Plan

  • Communication: New and existing financial products

  • Understanding the Sales Journey Experience from both sides

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Mixed Media Advertising Analysis

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Brand Development & Product Screening

  • Loyalty Scheme

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

Find us