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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

  • New Expert Information Product

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Sentencers' Satisfaction Survey

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Satisfaction Survey (Housing)

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Brand Development & Product Screening

  • International Satisfaction & Development

  • Visitor Survey

  • Global Advertising Campaign

  • Housing Scheme Test

  • Driving business growth

  • Website Development

  • Help Desk Mystery Shopping

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Sports Facility Survey

  • Developing marketing materials for new products

  • Brand Image Research

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Engaging adults back into education

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Cathedral Visitor Survey

  • Luxury In-store Display

  • Marketing consultancy for direct insurance

  • Multi-national Usage & Attitude Survey

  • Affinities Partner

  • Public Consultation - Waste

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

Find us