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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

  • Communication: New and existing financial products

  • Website Development

  • Visitor Survey

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • Prototype Evaluation

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Brand Development

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Public Consultation - Council Tax

  • Brand Development & Product Screening

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Affinities Partner

  • International Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Engaging adults back into education

  • Housing Scheme Test

  • Satisfaction Survey (Housing)

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Sports Facility Survey

  • Understanding Attrition

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Cathedral Visitor Survey

  • Developing marketing materials for new products

  • Staff Surveys

  • Audience Development Plan

  • Product Development using Ethnography

  • Development of the Direct Offering

  • Global Advertising Campaign

  • Public Consultation - Waste

  • Tourism Focus Groups

Contact Phoenix MRC


01242 256816



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

Find us