Skip navigation

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

  • Visitor Survey

  • Developing marketing materials for new products

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • Cathedral Visitor Survey

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Brand Development & Product Screening

  • Affinities Partner

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Loyalty Scheme

  • Staff Surveys

  • Brand Image Research

  • Reader Satisfaction

  • Brand Development

  • Public Consultation - Council Tax

  • Website Development

  • Communication: New and existing financial products

Contact Phoenix MRC


01242 256816



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

Find us