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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

  • Engaging adults back into education

  • Communication: New and existing financial products

  • International Satisfaction & Development

  • Loyalty Scheme

  • Revitalising Existing Brand

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Housing Scheme Test

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Prototype Evaluation

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Website Development

  • Global Advertising Campaign

  • Brand Image Research

  • Understanding the Sales Journey Experience from both sides

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Visitor Survey

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Compliance Mystery Shopping

  • Tourism Focus Groups

  • Luxury In-store Display

  • Understanding Attrition

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Affinities Partner

  • Driving business growth

  • Brand Development

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

Contact Phoenix MRC


01242 256816



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

Find us