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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

  • Trade-off Pricing Research

  • Driving business growth

  • Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Brand Development

  • International Satisfaction & Development

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Website Development

  • Understanding Local Business Needs

  • New Expert Information Product

  • Communication: New and existing financial products

  • Engaging adults back into education

  • Prototype Evaluation

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Developing marketing materials for new products

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Staff Surveys

  • Financial Brand Satisfaction Tracking

  • Product Development using Ethnography

  • Affinities Partner

  • Loyalty Scheme

  • Sports Facility Survey

  • Brand Image Research

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Adult Home Care Tracking Product Development

  • Understanding Attrition

  • Visitor Survey

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Reader Satisfaction

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

Find us