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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

  • International Competitor Mystery Shopping

  • Brand Development

  • Broker Relationship Survey

  • Staff Surveys

  • Driving business growth

  • Visitor Survey

  • Housing Scheme Test

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Product Development using Ethnography

  • Development of the Direct Offering

  • Brand Image Research

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Satisfaction Survey (Housing)

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Affinities Partner

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Understanding Local Business Needs

  • Website Development

  • Engaging adults back into education

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Loyalty Scheme

  • Understanding Attrition

  • Developing marketing materials for new products

  • Strategic Brand Development

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Prototype Evaluation

  • Brand Development & Product Screening

Contact Phoenix MRC


01242 256816



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

Find us