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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

  • Understanding the use of Temporary Labour

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Loyalty Scheme

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Affinities Partner

  • International Competitor Mystery Shopping

  • Brand Image Research

  • Financial Brand Satisfaction Tracking

  • Cathedral Visitor Survey

  • Website Development

  • Help Desk Mystery Shopping

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • Understanding Attrition

  • Global Advertising Campaign

  • Staff Surveys

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • New Expert Information Product

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Engaging adults back into education

  • Luxury In-store Display

  • Comms testing alongside NPD

  • Driving business growth

  • Communication: New and existing financial products

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Public Consultation - Council Tax

  • Brand Development

  • Housing Scheme Test

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Satisfaction Survey (Housing)

  • Visitor Survey

Contact Phoenix MRC


01242 256816



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

Find us