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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

  • Housing Scheme Test

  • Loyalty Scheme

  • Sports Facility Survey

  • Public Consultation - Waste

  • Help Desk Mystery Shopping

  • Tourism Focus Groups

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Driving business growth

  • New Expert Information Product

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Prototype Evaluation

  • International Satisfaction & Development

  • Brand Development

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Audience Development Plan

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Understanding Attrition

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Satisfaction Survey (Housing)

  • Website Development

  • Staff Surveys

  • Affinities Partner

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us