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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

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Visitor Survey

  • Global Advertising Campaign

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • Audience Development Plan

  • Tourism Focus Groups

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Brand Development

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Website Development

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Strategic Brand Development

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Sports Facility Survey

  • Communication: New and existing financial products

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Loyalty Scheme

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Sentencers' Satisfaction Survey

  • Brand Image Research

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

Contact Phoenix MRC


01242 256816



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

Find us