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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

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Brand Development & Product Screening

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Public Consultation - Waste

  • Prototype Evaluation

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Staff Surveys

  • Website Development

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Visitor Survey

  • Brand Development

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Strategic Brand Development

  • Global Advertising Campaign

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Broker Relationship Survey

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Tourism Focus Groups

  • Understanding Local Business Needs

  • Brand Image Research

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Audience Development Plan

  • Affinities Partner

  • Sentencers' Satisfaction Survey

  • Loyalty Scheme

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • International Satisfaction & Development

  • Understanding Customer Pricing

  • Communication: New and existing financial products

  • Marketing consultancy for direct insurance

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us