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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

  • Audience Development Plan

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Housing Scheme Test

  • Affinities Partner

  • Driving business growth

  • Help Desk Mystery Shopping

  • Trade-off Pricing Research

  • Visitor Survey

  • Public Consultation - Waste

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Compliance Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Website Development

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Brand Development

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Luxury In-store Display

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Broker Relationship Survey

  • Loyalty Scheme

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • International Satisfaction & Development

  • Staff Surveys

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Plasterboard Packaging Research

Contact Phoenix MRC


01242 256816



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

Find us