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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

  • Engaging adults back into education

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Affinities Partner

  • Comms testing alongside NPD

  • Product Development using Ethnography

  • Driving business growth

  • Plasterboard Packaging Research

  • Staff Surveys

  • Brand Development

  • Marketing consultancy for direct insurance

  • Adult Home Care Tracking Product Development

  • New Expert Information Product

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Website Development

  • International Satisfaction & Development

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • Sports Facility Survey

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Reader Satisfaction

  • Brand Image Research

  • Multi-national Usage & Attitude Survey

  • Broker Relationship Survey

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

Contact Phoenix MRC


01242 256816



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

Find us