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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

  • Broker Relationship Survey

  • Strategic Brand Development

  • Reader Satisfaction

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Brand Image Research

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Developing marketing materials for new products

  • Brand Development

  • Global Advertising Campaign

  • Loyalty Scheme

  • Visitor Survey

  • Cathedral Visitor Survey

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • Website Development

  • Engaging adults back into education

  • Driving business growth

  • Product Development using Ethnography

  • Housing Scheme Test

  • Competitor Mystery Shopping

  • Staff Surveys

  • Brand Development & Product Screening

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Prototype Evaluation

  • Understanding Local Business Needs

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Compliance Mystery Shopping

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding Customer Pricing

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Development of the Direct Offering

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Audience Development Plan

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us