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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

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Website Development

  • Help Desk Mystery Shopping

  • Driving business growth

  • Benchmarking Mystery Shopping

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • New Expert Information Product

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Understanding the Sales Journey Experience from both sides

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Housing Scheme Test

  • Multi-national Usage & Attitude Survey

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Visitor Survey

  • Public Consultation - Council Tax

  • Trade-off Pricing Research

  • Sports Facility Survey

  • Developing marketing materials for new products

  • Tourism Focus Groups

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Communication: New and existing financial products

  • Understanding Attrition

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Comms testing alongside NPD

  • Compliance Mystery Shopping

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Affinities Partner

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Public Consultation - Waste

  • Brand Development

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

Contact Phoenix MRC


01242 256816



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

Find us