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

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Driving business growth

  • Prototype Evaluation

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Compliance Mystery Shopping

  • Broker Relationship Survey

  • Reader Satisfaction

  • Product Development using Ethnography

  • Website Development

  • Brand Development & Product Screening

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Engaging adults back into education

  • Affinities Partner

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Visitor Survey

  • New Expert Information Product

  • Brand Image Research

  • Developing marketing materials for new products

  • Staff Surveys

  • Housing Scheme Test

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Brand Development

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • International Competitor Mystery Shopping

  • Understanding Attrition

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Loyalty Scheme

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Luxury In-store Display

Contact Phoenix MRC


01242 256816



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

Find us