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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

  • Marketing consultancy for direct insurance

  • Comms testing alongside NPD

  • Multi-national Usage & Attitude Survey

  • Website Development

  • Compliance Mystery Shopping

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Driving business growth

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Sentencers' Satisfaction Survey

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • New Expert Information Product

  • Benchmarking Mystery Shopping

  • Audience Development Plan

  • Revitalising Existing Brand

  • Understanding Customer Pricing

  • Brand Development

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Visitor Survey

  • Tourism Focus Groups

  • Brand Image Research

  • Strategic Brand Development

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Sports Facility Survey

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

  • Staff Surveys

  • Global Advertising Campaign

  • Affinities Partner

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Prototype Evaluation

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Understanding Attrition

Contact Phoenix MRC


01242 256816



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

Find us