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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

  • Brand Image Research

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • New Expert Information Product

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • Brand Development

  • Communication: New and existing financial products

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Loyalty Scheme

  • Compliance Mystery Shopping

  • Broker Relationship Survey

  • Driving business growth

  • Comms testing alongside NPD

  • Engaging adults back into education

  • Luxury In-store Display

  • Affinities Partner

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Public Consultation - Waste

  • Adult Home Care Tracking Product Development

  • Website Development

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • Audience Development Plan

  • Prototype Evaluation

  • Financial Brand Satisfaction Tracking

  • Sports Facility Survey

  • International Satisfaction & Development

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • International Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us