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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

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Affinities Partner

  • New Expert Information Product

  • Luxury In-store Display

  • Brand Development

  • Prototype Evaluation

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • Developing marketing materials for new products

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Service Delivery Mystery Shopping

  • Understanding Attrition

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Revitalising Existing Brand

  • Driving business growth

  • Communication: New and existing financial products

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Loyalty Scheme

  • Global Advertising Campaign

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Website Development

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Visitor Survey

  • Marketing consultancy for direct insurance

  • International Satisfaction & Development

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Tourism Focus Groups

  • Comms testing alongside NPD

Contact Phoenix MRC


01242 256816



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

Find us