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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

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Brand Image Research

  • Loyalty Scheme

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Staff Surveys

  • Brand Development

  • International Competitor Mystery Shopping

  • Global Advertising Campaign

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Tourism Focus Groups

  • Comms testing alongside NPD

  • Website Development

  • Development of the Direct Offering

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Developing marketing materials for new products

  • Brand Development & Product Screening

  • Luxury In-store Display

  • Broker Relationship Survey

  • Understanding Attrition

  • Product Development using Ethnography

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Reader Satisfaction

  • Prototype Evaluation

  • Driving business growth

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • Housing Scheme Test

  • Engaging adults back into education

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Affinities Partner

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

Find us