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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

  • Development of the Direct Offering

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Staff Surveys

  • Engaging adults back into education

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • Understanding the Sales Journey Experience from both sides

  • Global Advertising Campaign

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Waste

  • Understanding Customer Pricing

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Housing Scheme Test

  • Audience Development Plan

  • Driving business growth

  • Understanding Attrition

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Visitor Survey

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Product Development using Ethnography

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • New Expert Information Product

  • Trade-off Pricing Research

  • Brand Image Research

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Website Development

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Strategic Brand Development

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Sports Facility Survey

  • Brand Development

  • Compliance Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us