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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

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Affinities Partner

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Loyalty Scheme

  • Engaging adults back into education

  • Communication: New and existing financial products

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Visitor Survey

  • Developing marketing materials for new products

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Brand Development

  • Audience Development Plan

  • Staff Surveys

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Revitalising Existing Brand

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Brand Development & Product Screening

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • Understanding Local Business Needs

Contact Phoenix MRC


01242 256816



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

Find us