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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

  • Luxury In-store Display

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Product Development using Ethnography

  • Brand Image Research

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Prototype Evaluation

  • Driving business growth

  • Development of the Direct Offering

  • Understanding Customer Pricing

  • Help Desk Mystery Shopping

  • Trade-off Pricing Research

  • Tourism Focus Groups

  • Comms testing alongside NPD

  • Housing Scheme Test

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Website Development

  • Audience Development Plan

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Strategic Brand Development

  • Reader Satisfaction

  • Sports Facility Survey

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Brand Development & Product Screening

  • Brand Development

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Affinities Partner

  • Public Consultation - Waste

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

Contact Phoenix MRC


01242 256816



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

Find us