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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

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Audience Development Plan

  • Brand Development & Product Screening

  • Housing Scheme Test

  • Brand Development

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Satisfaction Survey (Housing)

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Adult Home Care Tracking Product Development

  • Development of the Direct Offering

  • Staff Surveys

  • Visitor Survey

  • Luxury In-store Display

  • Global Advertising Campaign

  • Brand Image Research

  • Trade-off Pricing Research

  • Affinities Partner

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Website Development

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • Help Desk Mystery Shopping

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • International Satisfaction & Development

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Comms testing alongside NPD

  • Understanding the Sales Journey Experience from both sides

Contact Phoenix MRC


01242 256816



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

Find us