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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

  • Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Staff Surveys

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Understanding Local Business Needs

  • Brand Image Research

  • Trade-off Pricing Research

  • Tourism Focus Groups

  • Communication: New and existing financial products

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Driving business growth

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Strategic Brand Development

  • Affinities Partner

  • Website Development

  • Engaging adults back into education

  • Prototype Evaluation

  • Sports Facility Survey

  • Brand Development

  • Brand Development & Product Screening

  • Housing Scheme Test

  • Audience Development Plan

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Global Advertising Campaign

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • New Expert Information Product

Contact Phoenix MRC


01242 256816



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

Find us