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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

  • New Expert Information Product

  • Understanding Attrition

  • Tourism Focus Groups

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Brand Image Research

  • Public Consultation - Council Tax

  • Reader Satisfaction

  • Product Development using Ethnography

  • Brand Development

  • Public Consultation - Waste

  • Compliance Mystery Shopping

  • Engaging adults back into education

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Sports Facility Survey

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Driving business growth

  • Housing Scheme Test

  • Service Delivery Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Luxury In-store Display

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Staff Surveys

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • Prototype Evaluation

  • Trade-off Pricing Research

  • Marketing consultancy for direct insurance

  • Developing marketing materials for new products

  • Mixed Media Advertising Analysis

  • Comms testing alongside NPD

  • Website Development

  • Visitor Survey

Contact Phoenix MRC


01242 256816



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

Find us