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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

  • Tourism Focus Groups

  • Brand Development

  • Affinities Partner

  • Development of the Direct Offering

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • Communication: New and existing financial products

  • Audience Development Plan

  • Sports Facility Survey

  • Reader Satisfaction

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • Broker Relationship Survey

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Brand Development & Product Screening

  • Luxury In-store Display

  • Understanding the Sales Journey Experience from both sides

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • New Expert Information Product

  • Staff Surveys

  • Global Advertising Campaign

  • Trade-off Pricing Research

  • Sentencers' Satisfaction Survey

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Driving business growth

  • Website Development

  • Understanding Local Business Needs

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Understanding Attrition

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Loyalty Scheme

Contact Phoenix MRC


01242 256816



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

Find us