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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

  • Public Consultation - Council Tax

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Housing Scheme Test

  • Driving business growth

  • Luxury In-store Display

  • Plasterboard Packaging Research

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Affinities Partner

  • Website Development

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • Marketing consultancy for direct insurance

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Sports Facility Survey

  • Staff Surveys

  • Loyalty Scheme

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Global Advertising Campaign

  • Prototype Evaluation

  • Brand Image Research

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Tourism Focus Groups

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Brand Development

  • International Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

Find us