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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

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Staff Surveys

  • Engaging adults back into education

  • New Expert Information Product

  • Affinities Partner

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • Financial Brand Satisfaction Tracking

  • Website Development

  • Tourism Focus Groups

  • Product Development using Ethnography

  • Loyalty Scheme

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Housing Scheme Test

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Sports Facility Survey

  • Brand Development

  • Understanding Attrition

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Driving business growth

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • Prototype Evaluation

  • Adult Home Care Tracking Product Development

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Communication: New and existing financial products

Contact Phoenix MRC


01242 256816



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

Find us