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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

  • Plasterboard Packaging Research

  • Brand Image Research

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • Visitor Survey

  • Engaging adults back into education

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Staff Surveys

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Broker Relationship Survey

  • Mixed Media Advertising Analysis

  • Luxury In-store Display

  • Loyalty Scheme

  • Development of the Direct Offering

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Affinities Partner

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Global Advertising Campaign

  • Website Development

  • Public Consultation - Council Tax

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Prototype Evaluation

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Communication: New and existing financial products

  • Brand Development

  • Understanding Attrition

  • Cathedral Visitor Survey

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Financial Brand Satisfaction Tracking

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us