Skip navigation

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

  • Reader Satisfaction

  • Understanding Attrition

  • Engaging adults back into education

  • International Competitor Mystery Shopping

  • Brand Image Research

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Luxury In-store Display

  • Adult Home Care Tracking Product Development

  • Brand Development & Product Screening

  • Staff Surveys

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • Loyalty Scheme

  • Benchmarking Mystery Shopping

  • Website Development

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Brand Development

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Multi-national Usage & Attitude Survey

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Understanding the use of Temporary Labour

  • Developing marketing materials for new products

  • Public Consultation - Waste

  • Housing Scheme Test

  • Driving business growth

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Visitor Survey

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

Find us