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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

  • Loyalty Scheme

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Affinities Partner

  • Housing Scheme Test

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Strategic Brand Development

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Luxury In-store Display

  • Engaging adults back into education

  • Brand Image Research

  • Brand Development

  • Audience Development Plan

  • Staff Surveys

  • New Expert Information Product

  • Revitalising Existing Brand

  • Brand Development & Product Screening

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Plasterboard Packaging Research

  • Website Development

  • Tourism Focus Groups

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Visitor Survey

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us