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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

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Driving business growth

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Development of the Direct Offering

  • Engaging adults back into education

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Satisfaction Survey (Housing)

  • Help Desk Mystery Shopping

  • Tourism Focus Groups

  • Brand Image Research

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Audience Development Plan

  • Brand Development

  • Plasterboard Packaging Research

  • Broker Relationship Survey

  • Affinities Partner

  • Strategic Brand Development

  • New Expert Information Product

  • Communication: New and existing financial products

  • Revitalising Existing Brand

  • Website Development

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Reader Satisfaction

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

Find us