Skip navigation

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

  • Development of the Direct Offering

  • Understanding Attrition

  • Trade-off Pricing Research

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Plasterboard Packaging Research

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Audience Development Plan

  • Competitor Mystery Shopping

  • Visitor Survey

  • Marketing consultancy for direct insurance

  • Benchmarking Mystery Shopping

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Brand Image Research

  • Loyalty Scheme

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Luxury In-store Display

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • Prototype Evaluation

  • Reader Satisfaction

  • Affinities Partner

  • Cathedral Visitor Survey

  • Sports Facility Survey

  • Brand Development

  • Public Consultation - Council Tax

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Website Development

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

  • Strategic Brand Development

  • Help Desk Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us