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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

  • Understanding the Sales Journey Experience from both sides

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Housing Scheme Test

  • New Expert Information Product

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • Staff Surveys

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Comms testing alongside NPD

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Loyalty Scheme

  • Strategic Brand Development

  • Satisfaction Survey (Housing)

  • Understanding Customer Pricing

  • Help Desk Mystery Shopping

  • Visitor Survey

  • Driving business growth

  • Broker Relationship Survey

  • Brand Development

  • Plasterboard Packaging Research

  • Understanding Attrition

  • Website Development

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us