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

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Housing Scheme Test

  • Reader Satisfaction

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Product Development using Ethnography

  • Understanding Attrition

  • Brand Image Research

  • Compliance Mystery Shopping

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Prototype Evaluation

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Developing marketing materials for new products

  • International Satisfaction & Development

  • Brand Development

  • Visitor Survey

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Service Delivery Mystery Shopping

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Sports Facility Survey

  • Engaging adults back into education

  • Staff Surveys

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Website Development

  • Comms testing alongside NPD

  • Tourism Focus Groups

  • Strategic Brand Development

  • Driving business growth

Contact Phoenix MRC


01242 256816



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

Find us