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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

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Audience Development Plan

  • Engaging adults back into education

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • Affinities Partner

  • Reader Satisfaction

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Communication: New and existing financial products

  • Driving business growth

  • Public Consultation - Council Tax

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Brand Development

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Development of the Direct Offering

  • Prototype Evaluation

  • International Satisfaction & Development

  • Luxury In-store Display

  • Staff Surveys

  • Strategic Brand Development

  • Brand Image Research

  • Housing Scheme Test

  • Comms testing alongside NPD

  • Visitor Survey

  • Tourism Focus Groups

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Developing marketing materials for new products

  • Website Development

  • International Competitor Mystery Shopping

  • Product Development using Ethnography

Contact Phoenix MRC


01242 256816



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

Find us