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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

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Financial Brand Satisfaction Tracking

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Brand Development

  • Comms testing alongside NPD

  • Luxury In-store Display

  • Sports Facility Survey

  • Product Development using Ethnography

  • Benchmarking Mystery Shopping

  • Brand Image Research

  • Public Consultation - Council Tax

  • Driving business growth

  • New Expert Information Product

  • Broker Relationship Survey

  • Multi-national Usage & Attitude Survey

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Cathedral Visitor Survey

  • Staff Surveys

  • Affinities Partner

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Housing Scheme Test

  • Strategic Brand Development

  • Reader Satisfaction

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Website Development

  • Developing marketing materials for new products

  • Understanding Attrition

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Audience Development Plan

  • Trade-off Pricing Research

  • Public Consultation - Waste

  • Brand Development & Product Screening

  • Visitor Survey

  • Tourism Focus Groups

Contact Phoenix MRC


01242 256816



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

Find us