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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

  • Understanding Customer Pricing

  • Adult Home Care Tracking Product Development

  • Brand Development

  • Help Desk Mystery Shopping

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • Development of the Direct Offering

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Satisfaction Survey (Housing)

  • Website Development

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • Sports Facility Survey

  • Service Delivery Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Cathedral Visitor Survey

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • Affinities Partner

  • Understanding Attrition

  • Brand Image Research

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Compliance Mystery Shopping

  • Driving business growth

  • Broker Relationship Survey

  • Reader Satisfaction

  • Prototype Evaluation

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Engaging adults back into education

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Visitor Survey

  • New Expert Information Product

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us