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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

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Understanding Attrition

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • Website Development

  • Sentencers' Satisfaction Survey

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Housing Scheme Test

  • Prototype Evaluation

  • Broker Relationship Survey

  • Strategic Brand Development

  • Audience Development Plan

  • Brand Development

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Staff Surveys

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Engaging adults back into education

  • Understanding Customer Pricing

  • Reader Satisfaction

  • Developing marketing materials for new products

  • New Expert Information Product

  • Development of the Direct Offering

  • Brand Development & Product Screening

  • Driving business growth

  • Product Development using Ethnography

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • Multi-national Usage & Attitude Survey

  • Visitor Survey

  • Affinities Partner

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Luxury In-store Display

Contact Phoenix MRC


01242 256816



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

Find us