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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

  • Revitalising Existing Brand

  • Financial Brand Satisfaction Tracking

  • Loyalty Scheme

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Communication: New and existing financial products

  • Understanding Local Business Needs

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Reader Satisfaction

  • Plasterboard Packaging Research

  • New Expert Information Product

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Strategic Brand Development

  • Prototype Evaluation

  • Sports Facility Survey

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Affinities Partner

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

  • Website Development

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Comms testing alongside NPD

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Brand Development

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Brand Image Research

  • Audience Development Plan

  • Trade-off Pricing Research

  • Housing Scheme Test

  • Service Delivery Mystery Shopping

  • Visitor Survey

  • Staff Surveys

Contact Phoenix MRC


01242 256816



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

Find us