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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

  • Sports Facility Survey

  • Strategic Brand Development

  • Help Desk Mystery Shopping

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Development of the Direct Offering

  • New Expert Information Product

  • Staff Surveys

  • Website Development

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Luxury In-store Display

  • Public Consultation - Waste

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Visitor Survey

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • Loyalty Scheme

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • Broker Relationship Survey

  • Affinities Partner

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Public Consultation - Council Tax

  • Brand Image Research

  • Brand Development

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • Global Advertising Campaign

  • Driving business growth

  • Reader Satisfaction

  • Multi-national Usage & Attitude Survey

Contact Phoenix MRC


01242 256816



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

Find us