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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

  • Service Delivery Mystery Shopping

  • Luxury In-store Display

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Brand Image Research

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

  • Sports Facility Survey

  • Housing Scheme Test

  • Affinities Partner

  • Communication: New and existing financial products

  • Understanding Attrition

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Brand Development

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Product Development using Ethnography

  • Public Consultation - Waste

  • Comms testing alongside NPD

  • Reader Satisfaction

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Website Development

  • Benchmarking Mystery Shopping

  • Global Advertising Campaign

  • Driving business growth

  • Visitor Survey

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Trade-off Pricing Research

  • Staff Surveys

  • Strategic Brand Development

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us