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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

  • Luxury In-store Display

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Revitalising Existing Brand

  • Brand Development

  • Public Consultation - Waste

  • Housing Scheme Test

  • Sports Facility Survey

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Trade-off Pricing Research

  • Broker Relationship Survey

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • Website Development

  • Competitor Mystery Shopping

  • Visitor Survey

  • Prototype Evaluation

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Cathedral Visitor Survey

  • Communication: New and existing financial products

  • International Satisfaction & Development

  • Product Development using Ethnography

  • Loyalty Scheme

  • Affinities Partner

  • Benchmarking Mystery Shopping

  • Brand Image Research

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Tourism Focus Groups

  • Strategic Brand Development

  • International Competitor Mystery Shopping

  • Understanding Attrition

  • Understanding the Sales Journey Experience from both sides

  • Plasterboard Packaging Research

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Understanding Local Business Needs

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC


01242 256816



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

Find us