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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

  • Revitalising Existing Brand

  • Adult Home Care Tracking Product Development

  • Sentencers' Satisfaction Survey

  • Product Development using Ethnography

  • Strategic Brand Development

  • Audience Development Plan

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Website Development

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • New Expert Information Product

  • Mixed Media Advertising Analysis

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Prototype Evaluation

  • Reader Satisfaction

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Staff Surveys

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Understanding Attrition

  • Understanding Customer Pricing

  • Visitor Survey

  • Loyalty Scheme

  • Driving business growth

  • Global Advertising Campaign

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Tourism Focus Groups

  • Brand Development

  • Multi-national Usage & Attitude Survey

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • International Satisfaction & Development

  • Sports Facility Survey

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

Find us