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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 Satisfaction & Development

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Developing marketing materials for new products

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Sentencers' Satisfaction Survey

  • Loyalty Scheme

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Driving business growth

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Brand Development

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Audience Development Plan

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • Visitor Survey

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Brand Image Research

  • Understanding the Sales Journey Experience from both sides

  • Affinities Partner

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Development of the Direct Offering

  • Luxury In-store Display

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • Staff Surveys

  • Sports Facility Survey

  • Strategic Brand Development

  • Understanding Attrition

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • Benchmarking Mystery Shopping

  • Website Development

  • Engaging adults back into education

Contact Phoenix MRC


01242 256816



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

Find us