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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

  • Luxury In-store Display

  • Financial Brand Satisfaction Tracking

  • New Expert Information Product

  • Compliance Mystery Shopping

  • Engaging adults back into education

  • Reader Satisfaction

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Marketing consultancy for direct insurance

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Tourism Focus Groups

  • Understanding the Sales Journey Experience from both sides

  • Cathedral Visitor Survey

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Housing Scheme Test

  • Affinities Partner

  • Development of the Direct Offering

  • Website Development

  • Sports Facility Survey

  • International Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Brand Development

  • Visitor Survey

  • Brand Image Research

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Understanding Local Business Needs

  • Brand Development & Product Screening

  • Understanding Attrition

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Prototype Evaluation

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us