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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

  • Sports Facility Survey

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Brand Development

  • Public Consultation - Waste

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Engaging adults back into education

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Global Advertising Campaign

  • Reader Satisfaction

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Website Development

  • Audience Development Plan

  • Product Development using Ethnography

  • Brand Development & Product Screening

  • Visitor Survey

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Understanding Customer Pricing

  • Trade-off Pricing Research

  • Luxury In-store Display

  • Affinities Partner

  • Brand Image Research

  • Housing Scheme Test

  • Multi-national Usage & Attitude Survey

  • Revitalising Existing Brand

  • Understanding Attrition

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • Benchmarking Mystery Shopping

  • Staff Surveys

  • Developing marketing materials for new products

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

Find us