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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

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Understanding the use of Temporary Labour

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Audience Development Plan

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • Strategic Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Reader Satisfaction

  • Prototype Evaluation

  • Service Delivery Mystery Shopping

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Brand Image Research

  • Housing Scheme Test

  • Brand Development

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Adult Home Care Tracking Product Development

  • Website Development

  • Visitor Survey

  • Understanding Attrition

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Development of the Direct Offering

  • Staff Surveys

  • Affinities Partner

  • Benchmarking Mystery Shopping

  • Brand Development & Product Screening

  • Loyalty Scheme

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

Contact Phoenix MRC


01242 256816



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

Find us