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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

  • Loyalty Scheme

  • International Competitor Mystery Shopping

  • Brand Image Research

  • International Satisfaction & Development

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Housing Scheme Test

  • Brand Development

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Affinities Partner

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Revitalising Existing Brand

  • Global Advertising Campaign

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Public Consultation - Waste

  • Staff Surveys

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Multi-national Usage & Attitude Survey

  • Prototype Evaluation

  • Adult Home Care Tracking Product Development

  • New Expert Information Product

  • Development of the Direct Offering

  • Brand Development & Product Screening

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Driving business growth

  • Trade-off Pricing Research

  • Product Development using Ethnography

  • Strategic Brand Development

  • Satisfaction Survey (Housing)

  • Understanding Attrition

  • Website Development

  • Plasterboard Packaging Research

  • Audience Development Plan

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Luxury In-store Display

Contact Phoenix MRC


01242 256816



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

Find us