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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

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Housing Scheme Test

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Driving business growth

  • Loyalty Scheme

  • Brand Development

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Understanding the Sales Journey Experience from both sides

  • Affinities Partner

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • Plasterboard Packaging Research

  • Audience Development Plan

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Website Development

  • Multi-national Usage & Attitude Survey

  • Developing marketing materials for new products

  • Understanding Local Business Needs

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Adult Home Care Tracking Product Development

  • Visitor Survey

  • Prototype Evaluation

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Product Development using Ethnography

  • Tourism Focus Groups

  • New Expert Information Product

  • Staff Surveys

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • International Satisfaction & Development

  • Sports Facility Survey

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

Find us