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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

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Affinities Partner

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Financial Brand Satisfaction Tracking

  • Communication: New and existing financial products

  • Visitor Survey

  • Website Development

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Prototype Evaluation

  • Brand Development

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • International Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Housing Scheme Test

  • Reader Satisfaction

  • Sports Facility Survey

  • Brand Image Research

  • Driving business growth

  • Understanding Attrition

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

  • Help Desk Mystery Shopping

  • Understanding the use of Temporary Labour

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • New Expert Information Product

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Strategic Brand Development

Contact Phoenix MRC


01242 256816



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

Find us