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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

  • Engaging adults back into education

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Brand Image Research

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Development of the Direct Offering

  • New Expert Information Product

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Understanding Attrition

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Compliance Mystery Shopping

  • Affinities Partner

  • Reader Satisfaction

  • Brand Development

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • Visitor Survey

  • Trade-off Pricing Research

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Understanding Customer Pricing

  • Global Advertising Campaign

  • Brand Development & Product Screening

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

Find us