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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

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Product Development using Ethnography

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • Brand Development

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Revitalising Existing Brand

  • Staff Surveys

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • New Expert Information Product

  • Driving business growth

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Understanding Local Business Needs

  • Website Development

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Housing Scheme Test

  • Engaging adults back into education

  • Reader Satisfaction

  • Prototype Evaluation

  • Affinities Partner

  • International Satisfaction & Development

Contact Phoenix MRC


01242 256816



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

Find us