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Phoenix MRC blends inspired creativity, clear-sighted strategy and detail-obsessed execution with the latest thinking to put the customer at the heart of the organisation and drive business performance.

We differ from other companies in:

  • Our creative approach to ad-hoc research
  • As behavioural scientists, we dig deep to understand the underlying motivations that drive behaviours
  • Broad experience enables us to apply the right mix of techniques to meet your marketing needs
  • Our unique NEXUS approach combines the best from qualitative and quantitative disciplines
  • Commitment to meeting your time and budget deadlines
  • Every project tailored to your specific marketing and organisational goals — not off-the-shelf solutions
  • We take quality seriously. ISO20252 is our baseline
  • Our workshops on customer experience, insights, product development and training drive insight through to strategic implementation
  • We supply the MRI™, a system for assessing and benchmarking customer centricity, then help implement changes to improve CX throughout your organisation
Charities/Voluntary, Finance/Investment – Business, Finance/Investment – Personal, FMCG – General, Food, Information Technology, Insurance, Non-Profit, Retail, Travel/Tourism
Advanced Statistical Techniques, Benchmark Studies, Brainstorming, CAPI, CATI, Co-creation, Consultancy, Creative development research, Depth Interviews, Ethnography, Executive/Industrial Interviews, Group Discussions/Focus Groups, mCAPI, Multivariate Stats and Modelling, Mystery Shopping, Online Surveys, Qualitative, Quantitative, Rapid evidence assessments, SMS, Tracking
Advertising, Analytics, Behavioural Analysis, Behavioural Change, Brand/Branding, Business-to-Business, Concept Testing, Consumer, Customer Satisfaction, Data Analytics, Employee Research, Multi-Mode Fieldwork, New Product Development, Pricing, Social Research, Usage & Attitude
Affluent, Digital Consumers, Hard-to-Reach, High Net Worth, Senior Citizens
Central Europe, Japan, Northern/Western Europe, UK, USA
Senior Contacts

Susan Owen (Chief Executive)

Breakdown of Personnel

Admin/Support staff: 1
Executive/Research staff: 4
Field interviewers: 220
Field managers/supervisors: 1


Whithorne House
London Road
GL52 6UY
Tel: +44 (0)1242 256816
Fax: +44 (0)1242 256817
Establishment date: 1994

Today's Culture of Success Is Customer Centric and Market Responsive

Successful Cultures Respond To Changing Customer Needs

Organisational culture is now in the spotlight as brands seek to leverage customer experience and employee engagement to become more customer-centric, putting the customer at the heart of everything they do and constantly adapting to better meet customer needs and future intentions.

This article in looks at the role of leadership in fostering a customer-centric culture by encouraging specific behaviours from employees that deliver a change in mindset, digital transformation, improved internal processes and positive business outcomes. It also considers the customer-centric culture at Amazon and why relevance and responsiveness to customers is now critical to business performance for most brands.

Since culture is quite abstract, how do you know how customer-centric your organisation really is? The article introduces the Market Responsiveness Index (MRI)™, a validated tool that enables the CEO and other leaders to benchmark their customer-centric culture against a global database of high performance organisations.

Implication for marketers and insight professionals

Marketing professionals and front-line staff are often accustomed to applying market dynamics and customer insight to drive decision making. However, in most cases, the rest of the organisation is out of touch with what customers demand now and expect in the future from the brands they interact with. Measuring performance on customer-centric culture with tools like the MRI™ is vital to future-proof the business as adapting and thriving on change becomes a key ingredient for success.

Read more at:  

About Phoenix MRC Limited

Phoenix MRC Limited is an insight consultancy that was brings together disciplines of insight, customer experience and behavioural psychology. We apply this expertise to provide practical solutions. 

For intelligent conversation about the marketing challenges you face, contact us at +44 (0)1242 256 816 or at 




 I have worked with Phoenix for several years and they have consistently delivered for us, and most importantly for our internal clients. The team make sure they understand our business and our objectives, and have provided valuable guidance throughout each project. We are frequently working within very tight time and budget restrictions, and Phoenix have provided us with viable solutions delivered within these constraints.  Through a series of workshop presentations with Phoenix and our internal clients we have had some very valuable customer feedback that significantly improved the quality of our customer communications. I would definitely recommend working with them - their expertise, enthusiasm and commitment make for an excellent working partnership.

Research Manager, Friends


Working with Phoenix has been a pleasure. Their dedication and tenacious approach to both qual. and quant research projects ensures outputs of the very highest quality. As well as bringing a huge amount of technical ability and innovation to projects, Phoenix also brings a lot of experience and common sense meaning that you quickly and concisely reach the key conclusions and insights … which in the case of my Clients has fundamentally changed the way in which they look at and communicate with their consumers. In essence, I can’t recommend Phoenix highly enough.

CRM Strategy Director, DDB


Phoenix Research make the act of market research effortless.  They spent quality time with us at all stages of the process, thinking thorough all angles and issues relevant to the particular project. Communication is fantastic and particularly at the start of the process where regular conversations meant we were all comfortable with the direction of the research, it meant Phoenix were fully up to speed on the market, the audience, the issues in terms of budget and time frames and it meant the whole process thereafter was easy! They work in a very collaborative way throughout, there are no surprises, and clearly brings a wealth of experience and ideas to the table. Would highly recommend.

Award winning Friendly Society


I have been working with the Team at Phoenix for at least the last 8 years. In that time I have looked at the many alternative Mystery Shopping suppliers that have emerged in the Research world but in my opinion I have never found a better alternative for:

- Personal service/working relationship

- Total professionalism

- Excellent project management even with the most complex of projects

- Knowledge of the market and business environment

- Detail and accuracy of results

- Thorough and intuitive interpretation of findings

- Value for money

Top Three insurer


It was a recommendation from an individual working within the Insurance Industry that made me first contact Susan Owen at Phoenix MRC.  It was very important to us and to our Brand as a whole to confirm and ensure that we were treating our customers in a way that they would expect from an organisation such as [ours], who are committed to Complete Customer Satisfaction.

During my time as the General Manager we used Phoenix MRC to carry out Mystery Shopping both on us and with a selection of other Insurers.

The work was always carried out on time and in a professional manner and equally important, to our specifications rather than just making something else fit.

The resulting debrief sessions with Phoenix after the work was completed left me in no doubt that this company certainly understand what the client requires and then delivers it.

Major Insurer


We worked with Phoenix and found them to be a well informed, professional and flexible organisation. They were keen to work with us to make sure we achieved our goals and get the results we needed. We worked through a number of pieces of research including one to one interviews with consumers and trades people as well as focus groups, in four UK locations. Results and analysis were presented in a timely fashion despite our need to change the brief on a number of occasions, they worked through this with us in a very supportive fashion.

The output from Phoenix has helped to shape the project by giving us good insight and foundations to progress to a successful conclusion. Thanks to the team and I hope to work with them again in the future.

Project Manager, Kohler Mira


As a result of the excellent market research done for us by Phoenix Market Research & Consultancy, we've been able easily to come to a strategic decisions about market opportunities.

Managing Director, Weston Beamor


I cannot remember how we first became aware of Phoenix, however, I am glad we did. They worked with us on a multilingual project which required tenacity and initiative and provided both along with innovation and practical implementation. Always willing to contribute ideas and help us and our client generate the greatest benefit from the work. Phoenix are willing to accommodate the client’s changing needs to deliver a first class solution, all in a professional and engaging manner and deliver quality work on time.

Associate Director, Arup


Thank you for making the experience of doing the RSW New Business Report a pleasure. Your unflustered, professional, "nothing too much trouble" approach to the way you handle our business means that we not only keep coming back, year after year, but are also totally at ease with recommending you to others.

Chief Executive, RSW


We were really satisfied with the company outputs and process. They met the objectives in a very professional way, established effective relationships with our organisation and understood the issues facing us. They communicated well, gave us feedback at all stages and stayed in the timeline.

They helped us to identify the current position and where we’d want to be. Their information has enabled us to be a more professional and effective organisation. I would recommend them.

Competitive Intelligence Manager, WSPM


I have worked with the team at Phoenix as a buyer and user of their primary research based-consultancy service. Given that I have a history with research agencies myself, I feel that Phoenix provided me with the kind of service that I would have expected myself to provide, should I have been in their shoes. This meant providing me well-thought out survey instruments and at times, ‘hand-holding’ as we devised a best way to work together (multiple stakeholders). At all times, I felt like the success of the project was all that Phoenix were working on as they put senior people on the team...

Whilst its increasingly challenging to deliver actionable insight from qualitative work, Phoenix’s presentation left me and Unum in no doubt about what to do next. They provided sufficient insights and challenged us with questions that we felt compelled to agree to consider a follow-up quantitative piece. What was clear to me is that a lot of time was spent in creating a story that we could relate with as a business.

The presentations provided were concise, told a story and leave us enthused about moving to the next stage of understanding the business, market and customer issues raised. I am pleased to say, Phoenix delivered on all counts.

Insight Manager, Unum

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