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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

  • Understanding the Sales Journey Experience from both sides

  • Help Desk Mystery Shopping

  • Audience Development Plan

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Housing Scheme Test

  • New Expert Information Product

  • Product Development using Ethnography

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Global Advertising Campaign

  • Prototype Evaluation

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Brand Development

  • Driving business growth

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Website Development

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Sports Facility Survey

  • Staff Surveys

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Understanding Attrition

  • International Satisfaction & Development

  • Luxury In-store Display

  • Development of the Direct Offering

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us