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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

  • Development of the Direct Offering

  • Brand Development & Product Screening

  • Tourism Focus Groups

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Trade-off Pricing Research

  • Staff Surveys

  • Brand Image Research

  • Communication: New and existing financial products

  • Product Development using Ethnography

  • Sports Facility Survey

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • Prototype Evaluation

  • Website Development

  • Global Advertising Campaign

  • Public Consultation - Council Tax

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • International Competitor Mystery Shopping

  • Affinities Partner

  • Developing marketing materials for new products

  • Strategic Brand Development

  • Public Consultation - Waste

  • Understanding Attrition

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Loyalty Scheme

  • New Expert Information Product

  • Brand Development

  • Marketing consultancy for direct insurance

  • Understanding Local Business Needs

  • Reader Satisfaction

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Housing Scheme Test

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Revitalising Existing Brand

  • Cathedral Visitor Survey

Contact Phoenix MRC


01242 256816



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

Find us