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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

  • Audience Development Plan

  • Developing marketing materials for new products

  • Understanding Attrition

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • New Expert Information Product

  • Tourism Focus Groups

  • Benchmarking Mystery Shopping

  • Understanding the use of Temporary Labour

  • Driving business growth

  • Brand Development

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • Brand Image Research

  • Affinities Partner

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Understanding Local Business Needs

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Website Development

  • Staff Surveys

  • Development of the Direct Offering

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Prototype Evaluation

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Luxury In-store Display

  • Housing Scheme Test

  • Reader Satisfaction

Contact Phoenix MRC


01242 256816



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

Find us