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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 Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • Reader Satisfaction

  • Engaging adults back into education

  • International Satisfaction & Development

  • Website Development

  • Comms testing alongside NPD

  • Communication: New and existing financial products

  • Understanding Local Business Needs

  • Driving business growth

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Trade-off Pricing Research

  • Help Desk Mystery Shopping

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Housing Scheme Test

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Understanding Attrition

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Broker Relationship Survey

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Global Advertising Campaign

  • International Competitor Mystery Shopping

  • Affinities Partner

  • Strategic Brand Development

  • Brand Development

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Visitor Survey

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • New Expert Information Product

  • Staff Surveys

Contact Phoenix MRC


01242 256816



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

Find us