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

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • New Expert Information Product

  • Compliance Mystery Shopping

  • Visitor Survey

  • Strategic Brand Development

  • Multi-national Usage & Attitude Survey

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Housing Scheme Test

  • Understanding Attrition

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Trade-off Pricing Research

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Understanding Local Business Needs

  • Driving business growth

  • International Satisfaction & Development

  • Audience Development Plan

  • Global Advertising Campaign

  • Engaging adults back into education

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Affinities Partner

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • Website Development

  • Mixed Media Advertising Analysis

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • Staff Surveys

  • Luxury In-store Display

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Public Consultation - Council Tax

Contact Phoenix MRC


01242 256816



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

Find us