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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

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Trade-off Pricing Research

  • Cathedral Visitor Survey

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • International Competitor Mystery Shopping

  • Prototype Evaluation

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Website Development

  • Brand Image Research

  • Affinities Partner

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • Satisfaction Survey (Housing)

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Audience Development Plan

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

  • Housing Scheme Test

  • Staff Surveys

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Understanding Local Business Needs

  • Sports Facility Survey

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Strategic Brand Development

  • Luxury In-store Display

  • Developing marketing materials for new products

  • Adult Home Care Tracking Product Development

  • Brand Development

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Public Consultation - Council Tax

Contact Phoenix MRC


01242 256816



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

Find us