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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

  • Loyalty Scheme

  • Development of the Direct Offering

  • Visitor Survey

  • Prototype Evaluation

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Marketing consultancy for direct insurance

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Housing Scheme Test

  • Compliance Mystery Shopping

  • Brand Image Research

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Audience Development Plan

  • Reader Satisfaction

  • Website Development

  • International Satisfaction & Development

  • Understanding Customer Pricing

  • Revitalising Existing Brand

  • Broker Relationship Survey

  • Staff Surveys

  • New Expert Information Product

  • Comms testing alongside NPD

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Understanding Attrition

  • Brand Development

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Affinities Partner

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Driving business growth

Contact Phoenix MRC


01242 256816



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

Find us