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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

  • International Satisfaction & Development

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Affinities Partner

  • Brand Development

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Engaging adults back into education

  • Loyalty Scheme

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Reader Satisfaction

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Understanding Customer Pricing

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Driving business growth

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Website Development

  • New Expert Information Product

  • Global Advertising Campaign

  • Strategic Brand Development

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Trade-off Pricing Research

  • Understanding Attrition

  • Visitor Survey

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Public Consultation - Waste

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

Find us