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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 Local Business Needs

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • International Competitor Mystery Shopping

  • Prototype Evaluation

  • Audience Development Plan

  • Affinities Partner

  • Strategic Brand Development

  • Satisfaction Survey (Housing)

  • Website Development

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Plasterboard Packaging Research

  • Brand Image Research

  • Loyalty Scheme

  • Help Desk Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Cathedral Visitor Survey

  • Luxury In-store Display

  • Product Development using Ethnography

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Reader Satisfaction

  • Visitor Survey

  • Tourism Focus Groups

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Brand Development

  • Service Delivery Mystery Shopping

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • International Satisfaction & Development

  • Understanding Attrition

  • Development of the Direct Offering

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us