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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

  • Global Advertising Campaign

  • Comms testing alongside NPD

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Brand Development & Product Screening

  • Understanding Attrition

  • Brand Image Research

  • Plasterboard Packaging Research

  • Audience Development Plan

  • Driving business growth

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

  • Understanding Customer Pricing

  • Visitor Survey

  • New Expert Information Product

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Luxury In-store Display

  • Housing Scheme Test

  • Staff Surveys

  • Website Development

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Affinities Partner

  • Brand Development

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • Engaging adults back into education

  • Strategic Brand Development

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

Find us