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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

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Website Development

  • International Competitor Mystery Shopping

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Brand Image Research

  • Sentencers' Satisfaction Survey

  • Revitalising Existing Brand

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

  • Luxury In-store Display

  • Strategic Brand Development

  • Prototype Evaluation

  • Loyalty Scheme

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Sports Facility Survey

  • Brand Development

  • Communication: New and existing financial products

  • Understanding Local Business Needs

  • Comms testing alongside NPD

  • Understanding the Sales Journey Experience from both sides

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Housing Scheme Test

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Audience Development Plan

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Reader Satisfaction

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Visitor Survey

  • Tourism Focus Groups

Contact Phoenix MRC


01242 256816



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

Find us