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

  • Strategic Brand Development

  • Website Development

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • Competitor Mystery Shopping

  • Driving business growth

  • Understanding Attrition

  • Public Consultation - Waste

  • New Expert Information Product

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Loyalty Scheme

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Visitor Survey

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Brand Image Research

  • Brand Development

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Compliance Mystery Shopping

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Staff Surveys

  • Affinities Partner

  • Prototype Evaluation

  • Communication: New and existing financial products

  • Luxury In-store Display

  • Tourism Focus Groups

Contact Phoenix MRC


01242 256816



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

Find us