Skip navigation

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

  • Sports Facility Survey

  • Brand Image Research

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Affinities Partner

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Visitor Survey

  • Broker Relationship Survey

  • Housing Scheme Test

  • Competitor Mystery Shopping

  • Brand Development

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Audience Development Plan

  • Product Development using Ethnography

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Luxury In-store Display

  • Loyalty Scheme

  • Global Advertising Campaign

  • Multi-national Usage & Attitude Survey

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • Driving business growth

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • International Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • International Satisfaction & Development

  • Website Development

Contact Phoenix MRC


01242 256816



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

Find us