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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

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • Public Consultation - Council Tax

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Sports Facility Survey

  • Brand Development

  • Brand Image Research

  • Understanding Attrition

  • Housing Scheme Test

  • Public Consultation - Waste

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Website Development

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Driving business growth

  • Product Development using Ethnography

  • Prototype Evaluation

  • Tourism Focus Groups

  • Communication: New and existing financial products

  • New Expert Information Product

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Development of the Direct Offering

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Revitalising Existing Brand

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Loyalty Scheme

Contact Phoenix MRC


01242 256816



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

Find us