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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

  • Compliance Mystery Shopping

  • Brand Image Research

  • Strategic Brand Development

  • Audience Development Plan

  • Understanding Customer Pricing

  • Understanding Attrition

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • Plasterboard Packaging Research

  • Affinities Partner

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Luxury In-store Display

  • Engaging adults back into education

  • Housing Scheme Test

  • Broker Relationship Survey

  • Driving business growth

  • Revitalising Existing Brand

  • Prototype Evaluation

  • Communication: New and existing financial products

  • Reader Satisfaction

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Financial Brand Satisfaction Tracking

  • Website Development

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • New Expert Information Product

  • Sports Facility Survey

  • Staff Surveys

  • Visitor Survey

  • Brand Development

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • International Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • Developing marketing materials for new products

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

Contact Phoenix MRC


01242 256816



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

Find us