Skip navigation

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

  • Reader Satisfaction

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Brand Development

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Global Advertising Campaign

  • Housing Scheme Test

  • Website Development

  • Satisfaction Survey (Housing)

  • Understanding Attrition

  • Strategic Brand Development

  • Loyalty Scheme

  • Prototype Evaluation

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Brand Image Research

  • Driving business growth

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Visitor Survey

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Affinities Partner

  • Public Consultation - Waste

  • New Expert Information Product

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Understanding the Sales Journey Experience from both sides

  • Plasterboard Packaging Research

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us