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

  • Staff Surveys

  • Cathedral Visitor Survey

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Affinities Partner

  • Housing Scheme Test

  • Revitalising Existing Brand

  • New Expert Information Product

  • Product Development using Ethnography

  • Understanding Attrition

  • International Satisfaction & Development

  • Financial Brand Satisfaction Tracking

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Tourism Focus Groups

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

  • Driving business growth

  • Website Development

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Loyalty Scheme

  • Broker Relationship Survey

  • Prototype Evaluation

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Visitor Survey

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Public Consultation - Waste

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Service Delivery Mystery Shopping

  • Brand Development

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

Find us