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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

  • Broker Relationship Survey

  • Tourism Focus Groups

  • Brand Image Research

  • Sentencers' Satisfaction Survey

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Global Advertising Campaign

  • Multi-national Usage & Attitude Survey

  • Development of the Direct Offering

  • Housing Scheme Test

  • Audience Development Plan

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Understanding the use of Temporary Labour

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • Understanding Customer Pricing

  • Adult Home Care Tracking Product Development

  • Sports Facility Survey

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Cathedral Visitor Survey

  • Brand Development

  • Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Developing marketing materials for new products

  • International Satisfaction & Development

  • Staff Surveys

  • Website Development

  • Service Delivery Mystery Shopping

  • Benchmarking Mystery Shopping

  • Loyalty Scheme

  • Engaging adults back into education

  • Affinities Partner

  • Marketing consultancy for direct insurance

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Driving business growth

  • Strategic Brand Development

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Brand Development & Product Screening

Contact Phoenix MRC


01242 256816



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

Find us