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

  • Multi-national Usage & Attitude Survey

  • Housing Scheme Test

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Help Desk Mystery Shopping

  • Brand Development

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Loyalty Scheme

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Tourism Focus Groups

  • Visitor Survey

  • Staff Surveys

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Affinities Partner

  • Sports Facility Survey

  • Driving business growth

  • International Competitor Mystery Shopping

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Audience Development Plan

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Public Consultation - Waste

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Product Development using Ethnography

  • Website Development

  • Engaging adults back into education

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Compliance Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us