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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

  • Audience Development Plan

  • Development of the Direct Offering

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Trade-off Pricing Research

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Visitor Survey

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Public Consultation - Council Tax

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Website Development

  • Loyalty Scheme

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Sports Facility Survey

  • Developing marketing materials for new products

  • Understanding the use of Temporary Labour

  • Prototype Evaluation

  • Housing Scheme Test

  • Strategic Brand Development

  • Luxury In-store Display

  • Driving business growth

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Staff Surveys

  • Revitalising Existing Brand

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Plasterboard Packaging Research

Contact Phoenix MRC


01242 256816



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

Find us