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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

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Global Advertising Campaign

  • Understanding the use of Temporary Labour

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Revitalising Existing Brand

  • Visitor Survey

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • New Expert Information Product

  • Luxury In-store Display

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Product Development using Ethnography

  • Brand Image Research

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Compliance Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Plasterboard Packaging Research

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Competitor Mystery Shopping

  • Brand Development

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Sports Facility Survey

  • Engaging adults back into education

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Website Development

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Driving business growth

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC


01242 256816



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

Find us