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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

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Audience Development Plan

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Communication: New and existing financial products

  • Visitor Survey

  • Developing marketing materials for new products

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Affinities Partner

  • Sentencers' Satisfaction Survey

  • Brand Image Research

  • Cathedral Visitor Survey

  • Luxury In-store Display

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Global Advertising Campaign

  • Revitalising Existing Brand

  • Understanding the Sales Journey Experience from both sides

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Brand Development

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Mixed Media Advertising Analysis

  • Service Delivery Mystery Shopping

  • Broker Relationship Survey

  • New Expert Information Product

  • Understanding Local Business Needs

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Website Development

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Sports Facility Survey

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Prototype Evaluation

  • Tourism Focus Groups

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

Contact Phoenix MRC


01242 256816



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

Find us