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

  • Brand Development

  • Reader Satisfaction

  • Satisfaction Survey (Housing)

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Tourism Focus Groups

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Broker Relationship Survey

  • Understanding Attrition

  • Housing Scheme Test

  • Product Development using Ethnography

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • International Satisfaction & Development

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Driving business growth

  • International Competitor Mystery Shopping

  • Luxury In-store Display

  • Loyalty Scheme

  • Public Consultation - Council Tax

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Affinities Partner

  • Strategic Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Brand Image Research

  • Website Development

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

Contact Phoenix MRC


01242 256816



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

Find us