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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

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Brand Image Research

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Developing marketing materials for new products

  • Visitor Survey

  • Brand Development

  • Marketing consultancy for direct insurance

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Website Development

  • Global Advertising Campaign

  • Engaging adults back into education

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Loyalty Scheme

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Understanding Customer Pricing

  • Staff Surveys

  • Brand Development & Product Screening

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Understanding Attrition

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Help Desk Mystery Shopping

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Housing Scheme Test

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

Find us