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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

  • Brand Image Research

  • Revitalising Existing Brand

  • Driving business growth

  • Audience Development Plan

  • Tourism Focus Groups

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Help Desk Mystery Shopping

  • Reader Satisfaction

  • Loyalty Scheme

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Engaging adults back into education

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Public Consultation - Council Tax

  • Multi-national Usage & Attitude Survey

  • Marketing consultancy for direct insurance

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Website Development

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • Sports Facility Survey

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • International Satisfaction & Development

  • Staff Surveys

  • Global Advertising Campaign

  • Visitor Survey

  • Understanding Attrition

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • New Expert Information Product

  • Understanding Local Business Needs

  • Public Consultation - Waste

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Comms testing alongside NPD

  • Brand Development

Contact Phoenix MRC


01242 256816



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

Find us