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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

  • Tourism Focus Groups

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Housing Scheme Test

  • Sports Facility Survey

  • International Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Understanding Local Business Needs

  • Comms testing alongside NPD

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Visitor Survey

  • Prototype Evaluation

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Audience Development Plan

  • New Expert Information Product

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Plasterboard Packaging Research

  • Website Development

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Brand Development

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Financial Brand Satisfaction Tracking

  • Product Development using Ethnography

  • Help Desk Mystery Shopping

  • Understanding the use of Temporary Labour

  • Reader Satisfaction

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Strategic Brand Development

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • Global Advertising Campaign

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

Contact Phoenix MRC


01242 256816



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

Find us