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

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Audience Development Plan

  • Understanding Attrition

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Visitor Survey

  • Competitor Mystery Shopping

  • Broker Relationship Survey

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • Loyalty Scheme

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Understanding the use of Temporary Labour

  • Sentencers' Satisfaction Survey

  • Cathedral Visitor Survey

  • Understanding Local Business Needs

  • Brand Development

  • Prototype Evaluation

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Affinities Partner

  • International Satisfaction & Development

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Website Development

  • Benchmarking Mystery Shopping

  • Staff Surveys

  • Global Advertising Campaign

  • Engaging adults back into education

  • Trade-off Pricing Research

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Housing Scheme Test

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Public Consultation - Council Tax

Contact Phoenix MRC


01242 256816



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

Find us