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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

  • Public Consultation - Waste

  • Audience Development Plan

  • Communication: New and existing financial products

  • Compliance Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Affinities Partner

  • Global Advertising Campaign

  • Brand Image Research

  • Comms testing alongside NPD

  • Website Development

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

  • Revitalising Existing Brand

  • Plasterboard Packaging Research

  • Marketing consultancy for direct insurance

  • New Expert Information Product

  • Housing Scheme Test

  • Brand Development & Product Screening

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Prototype Evaluation

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Brand Development

  • Satisfaction Survey (Housing)

  • Staff Surveys

  • Public Consultation - Council Tax

  • Visitor Survey

  • Sentencers' Satisfaction Survey

  • Reader Satisfaction

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Product Development using Ethnography

  • Strategic Brand Development

  • International Satisfaction & Development

  • Luxury In-store Display

  • Sports Facility Survey

  • Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Tourism Focus Groups

  • Development of the Direct Offering

  • Broker Relationship Survey

Contact Phoenix MRC


01242 256816



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

Find us