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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

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Understanding Customer Pricing

  • Cathedral Visitor Survey

  • Brand Development

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Marketing consultancy for direct insurance

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Housing Scheme Test

  • Prototype Evaluation

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Global Advertising Campaign

  • Luxury In-store Display

  • Driving business growth

  • Visitor Survey

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Compliance Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Affinities Partner

  • Reader Satisfaction

  • Broker Relationship Survey

  • Website Development

  • Understanding the Sales Journey Experience from both sides

  • New Expert Information Product

  • Brand Development & Product Screening

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

Find us