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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

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Staff Surveys

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Understanding the Sales Journey Experience from both sides

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Engaging adults back into education

  • Reader Satisfaction

  • Driving business growth

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • Affinities Partner

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Brand Development & Product Screening

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Service Delivery Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • Visitor Survey

  • Website Development

  • Compliance Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • Housing Scheme Test

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Brand Image Research

  • Understanding Customer Pricing

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Tourism Focus Groups

  • Financial Brand Satisfaction Tracking

  • Revitalising Existing Brand

  • Brand Development

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

Find us